A QCI Publication qualityFebruary - April 2016 india

Excellence: The New National Ethos

MessageQuality India - February 2016 Dear Quality Professionals,

am pleased to apprise you that we have taken deliberate route as far as our development across various segments is concerned. We are committed to make sure that we not only grow in size and number but the quality too gets an impetus. Good quality mindset needs to be strengthened. We not only plan toI bring quality infrastructure across all the sectors, but are trying our best to bring the quality standard right from the grassroot level itself. The service sector in the country has witnessed an incredible growth and we further plan to bring 1.2 million MSMEs under the umbrella of quality standard in the coming years through Zero Defect Zero Effect Maturity assessment Model as a part of Make in India campaign. Though it’s a huge ask, we are sure to achieve it with having a positive attitude.

Since last year, we have successfully channelized our focus in improving quality level and are excited to see the momentum as the arena of new schemes and programms has gone up. We are quite hopeful and committed to take it to the Dr R P Singh next level in the near future. Secretary General Quality Council of India The initiatives taken under ‘Make in India’ campaign will certainly push the economy forward as they are being formed keeping the quality factor in view. It will certainly send a positive signal to foreign investors to do business in India with initiatives such as ZED, Skill India, Digital India and Swachh Bharat Mission.

QCI has been recognising organisations for their efforts towards quality improvement through its QCI-DL Shah Quality Awards. Like every year, this year also many selected organisations will be duly awarded for their efforts. I do look forward to these organisations sharing their know-how and expertise with others.

You may be aware that every year since 2005, QCI has been organising a National Quality Conclave (NQC) to highlight our focus areas and promote quality in all spheres of life. This year we are conducting the Conclave from August 19-20 at Hotel Le Meridien, New Delhi. The theme of this 11th NQC is: “Improving Quality for Our 1.2 Billion Citizens”. The best minds from the country as well as from abroad will share their respective views. I, on behalf of QCI, invite you all on this grand occasion to be a part of a continuous transformation process, which is gradually and steadily gathering momentum in the country. Your valuable feedback and suggestion to this initiative is welcome and will be highly appreciated at various forums.

Since the response from industry, partners and institutions was simply great during the last Conclave, we hope the same from them this year too with more participation. We shall soon be coming out with various reports about the new initiatives we have taken in completing a Pilot on ZED, Swachh Survekshan (under MoUD) and also grievance data analysis report under DARPG. Keep visiting our website and participate in our mission to improve quality of products, processes and services in India.

Jai Hind February — April 2016 | quality india 3 Quality Council of India Institution of Engineers Bldg., 2 Bahadur Shah Zafar Marg, New Delhi 110 002 Tel: 011-123378056/57 Fax: 011-23378678

“Quality 06 19 means doing it right when no one is looking” - Henry Ford

38 Team Sampan Editor’s note...... Pg 3 towards setting standards for not only Editor & Publisher : Ravi Sharma Make in India: Importance and manufacturing industry, which chiefly Associate Editor : Gurpreet K Sekhon Relevance of Quality Management initiated the standardization activity, Sr. Assistant Editor : Sudipta Saha Systems ...... Pg-6 but also for organizations, services, processes, systems, etc. Senior Reporter : Rachita Sehgal Quality of Life (World Transformation Reporter : Neha Mehta Model) ...... Pg-10 A Decade of NABH Operations .Pg 38 Sub-editor : Bharti Sharma Empowering India through Agriculture National Accreditation Board for Bureau Head (West) : Prashant Nayak Model of Education ...... Pg-16 Hospitals and Healthcare Providers Sr. Designer : Subhash Chaudhary (NABH) was set up in 2005 to establish ‘Swachh Survekshan-2016’: Designer : Shivnath and operate accreditation program Taking forward the Manager PR : Ankit Dixit for healthcare organizations in India. ‘Swachh Bharat Mission’ ...... Pg-19 Manager (BD) : Sonika Bohra How to create an Ecosystem in the Marketing Manager : Nidhi Hinduja NBQP Celebrates World Quality Education Sector for a Quality Manager (BD) : Arjun Singh Month- November 2015 ...... Pg-24 tomorrow ...... Pg 46 Asst. Marketing Manager : Sameer Singh Reforming skilling landscape Photographer : Parth Sharma Over 65 per cent of our population in India: Role of QCI ...... Pg 32 is estimated to be under the age of Manager Administration : Suchi Solanki Shri Sharda Prasad, IAS, Chairman, Asst. Manager Admn. : Kuldeep Singh 25. The key to endowing this young NABET – ITI Accreditation Committee, workforce, with the skills requisite to Formerly - Director General, Directorate the economic expansion envisaged by Designed, printed and published by General of Training, Ministry of Skill targets, is education. Sampan Media Development and Entrepreneurship 124, IIIrd Floor, Shahpur Jat, (MSDE), Govt of India, shares more on Quality Reader’s Digest ...... Pg 48 New Delhi - 110 049 This book by Dr. Kalam is a logical Phone: +91 11 4107 6690 the benefits of accreditation. extension of his other books with a Promoting Quality in Services: Email: [email protected] specific focus on use of technology to a suggested strategy ...... Pg 36 realize India’s dream of becoming a For private circulation only There is a growing worldwide trend developed nation by 2020.

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Member’s corner Make in India: Importance and Relevance of Quality Management Systems

It has been over a year since our beloved Prime Minister Shri Narendra Modi gave us the mantra ‘Make in India’. It’s not just a slogan but a philosophy which is being propagated by the current Central Government under his leadership. Through this article, I have made an attempt to interpret the meaning of ‘Make in India’ as a Quality Professional and have tried to highlight the challenges and opportunities in terms of ‘Quality’ presented to the Entrepreneurs and Future Managers.

By | Manoj Karkhanis Multiknack Consultancy Services (QCI–Life Member)

ake in India’ is an initiative taken by Hon’ble better option of cars available to Indian consumers. For the first Prime Minister of India, Shri Narendra Modi, time, they got a chance to own a car other than Fiat/Premier, with an aim of creating millions of jobs in Ambassador and Standard cars. The same trend was also seen in India in five years of his tenure. His approach two-wheeler markets when brands such as Ind-Suzuki, Hero-Honda for this is to ease out processes to do business and Yamaha posed a great threat of getting almost wiped out to ‘Min the country. This is expected to attract overseas companies the existing two wheeler brands such as Bajaj, Enfield, Yezdi, etc. to set up manufacturing units in India with an intention of Bajaj was quick to respond to this threat by signing a ‘Make In creating jobs here and also make world-class products available India’ agreement with Kawasaki of Japan. This era saw technologies to the consumers from all across the globe, including the local and knowhow being transferred to Indian companies by their Indian consumers. This is also expected to encourage domestic foreign partners. In a way, this was the beginning of ‘Make in India’. companies to increase exports of their products and services by But, PM Modi’s ‘Make in India’ differs with the earlier version adopting world-class technology and knowhow for offering world- in a big way. In 1980s, old technology was transferred to India, to class products. extend the ‘Product Lifecycle’ of the products that had reached Expected outcome of this initiative would be a double digit ‘decline phase’ in the other markets. The colour television, car GDP growth and increase in the Tax Revenue for the Government and two-wheeler models that were introduced in India in those by producing products (Goods and Services) that meet high quality days were three to four years old in the local markets of the standards and have minimum impact on environment. It is also respective countries. Modern day ‘Make in India’ expects the global expected to foster innovation, protect intellectual properties and players to introduce modern or even future technology to the enhance skill development. Indian manufacturers and technocrats. This is because the Indian But a question is always asked by the opposition that is it Manufacturers have proved their mettle not only by adopting the a new concept? It certainly isn’t. We have seen ‘Make in India’ newer technologies and knowhow but also by developing newer happening when Colour TV Technology was introduced in India indigenous models based on those platforms which were made in early 1980s. Television manufacturers were enthused to get available to them. Today, they have also understood the difference the Colour TV manufacturing technology from Korea (Samsung/ between ‘Made in India’ and ‘Make in India’. This difference Lucky Goldstar), and Germany (Grundig) in as early as 1982-83 and between ‘Made in India’ and ‘Make in India’ is the basis which later from Japanese companies such as Sanyo, Toshiba, Sony, Akai, might swing the outcome of this populist slogan between success National Panasonic, etc. Leading brands of that era such as Bush, and failure. NELCO, Crown, Onida, Televista were quick to grab the opportunity while newer brands such as Videocon, Orson were quick to Made in India v/s Make in India establish themselves in Indian markets. The same trend was also Made in India is a situation in which, the products are observed in automobile industry when Suzuki collaborated with produced by the Indian manufacturers using available technology Maruti Motors to form Maruti Suzuki which made a cheaper and and knowhow. The products are accepted only if they meet the 6 quality india | February — April 2016 Member’s corner requirements of the overseas customers. ‘Make in India’ on the other hand, expects the latest technology and knowhow to be provided by the overseas principles and Indian manufacturers are expected to manufacture products meeting their requirements. Some Indian Technocrats and Researchers are geared up to transfer the knowhow into a future technology and are ready to claim intellectual rights by taking patents of the technologies and manufacturing processes. These manufacturers and technocrats are aware of the fact that the technology and knowhow will be transferred to them only if their financial and other capabilities, needed to establish manufacturing facilities in India, will meet the requirements of their foreign collaborators. They are also aware of the fact that ‘Make in India’ has also thrown up some challenges at them and at our Government.

Make in India: Challenges The challenges posed by ‘Make in India’ begin with understanding the needs and wants of the global consumers correctly and catering to the specific needs and wants (requirements) of ‘Aware Consumers’ who may be in any part of the world. These customers are so aware that they know what exactly they want and where on the earth will they get it. Making the products to match their requirements is not easy. It requires having knowledge of their culture, lifestyle and psychological set up in Improving Scenario in India order to produce exactly what they are looking for, in addition to technological and process capabilities. It is an undisputed fact that the roads, rail network and The other challenge is to match the development of ports in the country are very reducing turn-around time which has important for transportation of raw materials been possible because of the information as well as semi-finished and finished goods. highways and faster modes of transport. We not only Availability of water and electricity is equally This has made it easier for the competitors have better roads now, but important for manufacturing sector, as much from other countries to respond to an also have faster vehicles it is important to agricultural sector. Till recent enquiry placed by a prospective buyer past, it was not a very encouraging scenario on located somewhere in the real world, – both, commercial the infrastructure development front; however, using virtual world of Internet. This is and public transport. the scenario is changing very fast. We not an advantage if used properly and a Governments (State only have better roads now, but also have threat if exploited for online frauds. The faster vehicles – both, commercial and public manufacturers in India are expected to Governments and Central transport. Governments (State Governments and respond wisely and carefully, yet quickly, Government) are taking Central Government) are taking adequate steps to this. adequate steps to improve to improve the availability of clean water for Meeting the promised deadlines agriculture, manufacturing as well as for human is yet another challenge faced by the the availability of clean consumption. Round-the-clock availability of manufacturers. Ease in manufacturing the water for agriculture, Electricity for Industrial and agricultural use products and/or services is very essential manufacturing as well as surely needs to be ensured and the steps are for this. Optimisation of Manufacturing being taken to improve this too. Environmental processes may be achieved through for human consumption. Balance is also being maintained while Quality Management Systems. While doing developing the infrastructure. Still, it’s a long this, the manufacturers will have to ensure way to go. that they are offering competitive products and services of a Government of India has also undertaken some initiatives globally acceptable quality at an affordable price. for Skill Development Programmes. This includes establishment While on one hand, we have some challenges for the of National Skill Development Authority (NSDA), which was entrepreneurs, on the other, we also have quite a few challenges established in 2013 and is an autonomous body of Ministry of Skill for the Government of India as well as the State Governments Development and Entrepreneurship. NSDA has been established and it’s not just restricted to provide ease of doing business. It to coordinate and harmonize the skill development efforts of the encircles lot of matters pertaining to infrastructure development Government and the private sector to achieve the skilling targets as well as changing the overall culture of the people in the of the 12th Plan. Similarly, National Skill Development Corporation country. (NSDC) is a Not–For–Profit company set up by Ministry of Finance February — April 2016 | quality india 7 Member’s corner under Section 25 of Companies Act. It is one of its kind of Today, we know that a good QMS optimises the processes. ‘public-private-partnership organization’ under the Ministry of Skill Optimised Processes lead to reduction of wastes and waste of raw Development and Entrepreneurship, which aims to promote skill materials, time taken by non-value adding processes, unsold stock development by catalyzing creation of Vocational Training Institutes locked as inventories, etc. Reduced wastes also increase process to impart quality vocational education. Government of Maharashtra efficiency. Increased efficiency reduces costs, reduced costs help in has also taken an initiative to promote skill development through competing in global markets by offering competitive prices. At the its ‘Modular Employable Scheme’ (MES) wherein the Vocational same time, it also meets customers’ requirements. Training is provided to School Leavers, Existing Workers, ITI The importance of the Quality Management Systems has graduates etc., to improve their employability by optimally four facets. To customers, the Quality Management Systems are utilizing the infrastructure available in Govt., private institutions important as they have very specific needs and wants about the and the Industry. Existing skills of the persons can also be tested generic products and particular brands in the generic product and certified under this scheme. MES is also expected to build categories, they want hassle-free services from the products and capacity in the area of development of competency standards, services that they purchase and the quality products offer higher course curricula, learning material and assessment standards in the value for money. The company wants it because poor quality country. pushes the costs upwards which the stake holders wish to bring The systems for putting Financial and other resources to better down and better quality is usually associated with better market use are also being reviewed by the Central Government. Re- share. Every employee wants to be proud of their work, experience auctioning Mobile Spectrums and Coal Blocks, Review of Fiscal and lesser hassles at the workplace and lesser work-related stress while Monetary Policies, Restructuring of Planning Commission are just earning an extra buck as an incentive. The Government expects a few examples of Government’s intention to bring about major quality products to be delivered where they matter the most, policy changes to ease out the processes for doing business in viz. pharmaceuticals, airlines and automobile industry, chemical India. industries, etc., where the ‘Quality’ is synonymous with regulatory Modern-day manufacturers and entrepreneurs are more requirements. committed to provide better quality products to their customers. Kanban, Kaizen, Six Sigma, 5-S techniques, for establishing and Meaning of Quality improving quality are not new to Indian entrepreneurs. Many Quality has different connotations. When you buy a product Indian organizations are also acquiring certificates of compliance such as an electric bulb, it is ‘fitness for use’. When you avail a for Quality Management Systems by adhering to International courier service, it is service delivery parameters which decides the standards such as ISO 9001:2008 / ISO 9001:2015. quality of the service; when you buy a product like a television, ‘Make in India’ is likely to throw some excellent opportunities automobile, or some machine, ‘Quality’ means defect-free service, at the Indian industries that are interested in seizing them. Some when you buy a product such as a mobile phone, a software or of them include protecting Research and Development by Patents services of a travel agent or a hotel, it means presence of value and Intellectual Property Rights, introduction of new technologies in terms of features or freebies; when you buy a product such as in their manufacturing units and technical knowhow through an automobile tyre, it means reduced frequency of replacement, collaborations with the overseas companies, creating strategic rework/repairs (re-threading/punctures). Thus, ‘Quality’ means advantages through mergers and acquisitions, increasing the different things to different people when they buy different Installed Capacities for achieving better economies of scale. It products. Therefore, having a common definition of ‘Quality’ is is also likely to provide an opportunity to understand global difficult. But the International Standard ISO 9000:2015 gives one perception about ‘Quality’, which may be different than the Indian such definition which is widely accepted in over 160 countries. It consumers which they have served for all these years. To seize says that the quality means the degree to which a set of inherent these opportunities, there’s a need for a Quality Management characteristics of an object (product, service, process, person/ System in every organisation. organisation, system or resource) fulfils requirements. Quality results in reduced customer complaints and reduction in process Importance of ‘Quality Management System (QMS)’ variation, leading to customer satisfaction. Quality Management System is not new to us. We all have On the other hand, the ‘Quality Management System’ is a grown up hearing the story of Lord Rama and the tribal woman method for ensuring that all activities necessary to design, named Shabri. She tasted each and every fruit that she offered develop, produce and install an object are effective and efficient to Lord Rama, throwing away sour or infested fruits and keeping with respect to the system and its performance. It is also a only the sweet ones which she then offered to her deity. In a way, process of understanding the customers’ needs and expectations she did ‘quality control’ by segregating ‘good products’ from ‘bad (requirements) about the object; it’s Quality, and optimally utilizing products’. Over a period, we Indians forgot this culture of offering the resources that are required for producing the objects which will the best to others and ‘Chalta Hai’ culture took over. We also forgot meet these requirements. that the customers come first, business takes place later. It took some visionaries such as Walter A. Shewhart in early 1920s and Elements of Quality Management Systems later, during and after the World War-II; professionals like Joseph A good Quality Management System (QMS) is a result of M. Juran and W. Edwards Deming mentored by him to teach us meticulous marketing efforts to understand the exact needs and modern Quality Management Systems. wants (requirements) of the customers, designing good ‘Marketing 8 quality india | February — April 2016 Member’s corner

Specifications’ based on the identified requirements, and in that organization. The organization then strives hard to manufacturing a product that will meet these requirements with ensure that the customers are satisfied and not merely for profit resources which are used optimally, with an objective to achieve maximisation. Profits keep rising as a result of good quality of customer satisfaction. Internal and external non-conformance the products and the services of the organization. The perception management is also a significant part of this Quality Management about the ‘Quality’ is improved by acquiring a Third Party System. Certification.

Essentials of the QMS Is Quality Costly? A good Quality Management System must have an established Offering Quality Products is a business process in which the ‘operational integrity’ that the QMS is effective in an organization. customers come back, not the sold goods. Quality can never be This integrity is supported by three pillars of the QMS. The first costly, rectifying the mistakes is. Hence, it is better to prevent the pillar is ‘Documentation’ wherein the scope of the QMS, Quality fire before it catches on, than to become a fire fighter. Policy, Quality Objectives, Organizational Processes that are essential to enhance customer satisfaction and their interactions, Cost of Quality etc. are documented. The second pillar is ‘Implementation’ Many entrepreneurs and managers think that the cost of wherein the QMS is implemented in an organization at every quality is huge. But it’s a myth. The fact is that rectifying a level from top to bottom by determining and providing the mistake is more costly. Online consumer forums are full of persons necessary for the effective implementation of its QMS such discussions where the customers are expressing their and for operation and control of its processes. The third pillar is dissatisfaction clearly over various issues pertaining to complaints ‘Demonstration of Effectiveness’ which is demonstrated either about the products. The cost of rectifying such mistakes once the through observations or through documentation or through both. goods reach the customers’ place is supposedly 10 times higher than rectifying it before it leaves the Organization’s premises. Advantages of a Good Quality Management System All organizations strive hard to retain customers for lifetime. A good QMS provides better consistency. It means, the goods The lifetime business value of a customer is what the most and services are without any variation between the two products organization aim at. Dissatisfied customers are lost forever. Cost of of the same category. In simple language, it means that if you Poor Quality also needs to take into consideration the unrealised buy four tyres for your car, you will find all the four tyres exactly business from lost customers due to organization’s errors. the same. Since the QMS expects everybody to be involved and also lets everybody know about their roles, responsibilities Relevance of QMS in Make In India and authorities, it makes employees more responsible and A good ‘Quality Management System’ is very important for all accountable to their own job within the organization. One of future managers and entrepreneurs who wish to take-up ‘Make the objectives of a good QMS could be to identify the wastages. In India’ challenge. QMS will surely help them control variation When such objectives are established, the QMS ensures better in products, processes, raw materials used etc. It will also help in utilization of time and resources. This is possible through reducing the wastes and uses the resources optimally. It will also meticulous monitoring, which also leads to cost reduction due to optimize the costs thereby helping the organization to become monitoring. competitive in the International Markets and building reputation Since the QMS is aimed at enhancing Customer Satisfaction, as a supplier of quality products which reduces first party and satisfied Customers lead to repeat business thereby resulting second party inspections/audits. Since the products are accepted in overall increase in profits. Getting the QMS certified from an easily as a result of good quality, the organizations get prompt accredited third party also earns international reputation for the payments. Therefore, it can be said that QMS is utmost important organization. for any organization to Make in India. To summarize, it can be said that Make In India has surely Delivering Good Quality given a dream to the entrepreneurs and managers to pursue Delivering good quality is a result of consciously performed in order to make India one of the global leaders in trade and activities. It begins with precise marketing activities, wherein, the Industry. It would be imperative for all the political parties to rise customers’ requirements are clearly understood and organization’s above party politics; rather than fighting over credit for Make In capabilities are clearly communicated to the customers. India, they should strive hard to provide better infrastructure to Sometimes, awareness programmes for customers are carried out our entrepreneurs. It would be essential for the entrepreneurs to establish proper two-way communication between customers and managers to pursue this dream by changing their own and the organization. The designs, performance and reliability attitude towards ‘Quality’ of the goods and services that they are of products and services are improved based on the feedback set to offer to the world through ‘Make In India’ initiative of Prime received from the customers. Minister Shri Narendra Modi. Thus, it can be seen that the customer is at the centre of (Mr. Manoj Karkhanis is the Proprietor of ‘Multiknack Consultancy Services’; the QMS activities. This message must be clearly sent within the Mumbai based organization providing consultancy services to MSME Units, the organization because any organization grows when it has Healthcare Organizations and Educational Institutes; since August 2002. more and more satisfied customers. Once this philosophy is He may be contacted on [email protected] for sending the feedback percolated within an organization, it leads to ‘Quality Culture’ about this article.) February — April 2016 | quality india 9 Member’s corner Quality of Life (World Transformation Model)

From this moment onward, the quality of life of yours, your near-dear ones’, their near-dear ones’ and so on shall improve exponentially. This is the fact as trust leads to truth. This is a breakthrough for the humanity. Life of entity means existence for its society and the entity varies from an individual, family, group, organization, country, and civilization to the world level. An entity is living a quality life when it contributes to its society.

By | Vishal Gupta Industrial Services, Manager (Projects) (QCI–Life Member)

uality of Life is the enjoyment an entity receives while living the life. Life is ever-changing and never ends. Real enjoyment lies in Qhealthy and happy life when the resources are shared among the society members. Quality means: Q – Questioning your desires U – Understanding your desires A – Accessing your level L – Learning from others I – Integrating & Implementing T – Transforming Y - Yearning The life is not an abstract matter and it has a meaning for each of us. So, it is important that each of us understands the basic dimension of the entire spectrum, i.e. quality, that too for each of our lives.

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The quality of life increases when we start seeing the following two parameters about us which is actually a driving force to the system:- 1. Our behaviour towards others 2. The strategy deployed by us

Quality of Behaviour Behaviour can be studied from any of the behavioural books developed by psychologists and is also not limited to the human values developed by the previous generations. The important is to understand limitations faced due to the vicious circle which gets developed in behaviour. The vicious circle exists at different level starting from within the entity to across different entities. The vicious circle lies in the aspirations and expectations. Unfulfilled aspirations, as a result of feelings converting into emotions, lead to initiation of story making. Due to inaction as a result of fear and superstition, the incomplete knowledge initiates vicious circle. As the entity understands the story making process, story making activity gets stopped and the life is full of happiness. When we make personalized interpretations of others’ behaviour, which is first error and is a path to ego activation, we risk sinking ourselves into emotions. Emotions disguise ego. Ego is an artificial sense which is developed on other person’s opinion about us and it hides our true selves.

When we are in rightness sense, it leads to anger, control, domination, sadness, anxiety, or even a positive emotion such as happiness. When we operate from this rigid place of ‘rightness’, we enter into assumption, ideal, or judgment.

Due to television and other print media, we have been constantly involved in labelling and evaluating resulting in immediately imposing on the individual or the situation, our preconceived ideas of right and wrong, good or bad. February — April 2016 | quality india 11 Member’s corner

Anxiety in the form of self talk or nature’s talk is our way of reacting to our mental judgments. Recognizing when we are anxious is one of the most important things we can do for ourselves in terms of the preservation of our relationships. Worrying is only mental doing and not action, thereby deflects us from initiating action in the present. Actually, it is a mask for fear of being present. Such consciousness leads to broken pain cycle transferred from one generation to other. With continued pain without resisting or reacting, it transforms itself into wisdom. The wisdom will increase in line with our capacity for embracing all of our feelings, whatever their nature. Along with increased wisdom comes a greater capacity for compassion. Relationship pendulum is important whose extremes are authenticity and containment. For relationships to exist, we should be well within the two extremes of swing of pendulum.

Authenticity – relationship with ourselves i.e. what we think, we say and that we mean it Containment – relationship with others i.e. what is the will of others We find ourselves no longer focusing on need, but on service; when we shift from egoic doing to authentic being, leading to a change in our worldview. Parenting is important but society—including our peer groups—plays an equal role in conditioning us. The fact is that our unconsciousness is a function of the unconsciousness of everyone around us. Each of us has inherited themes of unconsciousness from past generations which are not only from our own ancestors, but also from the cultures. Thereby, awareness leading to consciousness is important for bringing about the transformation.

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The sweet circle starts when the aspirations reduce to mere happy existence and adaptation to ever-changing world increases. Quality of Life improves as the vicious circle is converted into the sweet circle which can be initiated deliberately through bringing-in consciousness, to give happiness to all. The role of an entity, who initiates the sweet circle, is worth mentioning. It acts as a friend for the other entities. The Guru can be anyone who is a source of inspiration and has ability to create benchmark in various fields through its guidance. Guru teaches us the value of structure, appropriate containment of our emotions, and such skills as reality testing. God always lives in our minds. The designation of God status to anyone can be given only after that entity leaves so that its whole life becomes benchmark and be a source of inspiration for generations to come.

Action Points for Improving Quality of Behaviour:- 1. We have to be wise observer of our behaviour. By this, we begin to be aware of our unconscious scripts and emotional imprints leading to an energetic shift and we expand our consciousness. Thus by practicing awareness, acceptance, and tolerance through continued re-inforcement, we learn to regulate our emotions. 2. To live consciously means to focus not on the outcome but the process, not on the perfection of an activity but on our courage to learn from the mistakes. Concentrating on process itself would bring results in long term and mistakes may be considered as windows of learning. 3. Challenge is to measure the behaviour so that it can be improved. For it, generate the language of behaviour similar to other languages. It should be made a part of school curriculum and should be taught at an early age to children. 4. Parenting needs to be taught as a subject at-least at the graduate/post-graduate level of education system. 5. Need to put a control over the hours of television viewing as it is a major source of thought pollution. Instead, success story telling, especially before sleep, provides an interpretive framework for our children’s lives. 6. Family may sit together once a week to write down their feeling and emotions. Also, spend some time in practicing stillness and calmness of mind. 7. Encourage writing our daily thoughts and feelings in a journal. It is another way to help make sense of our experiences. 8. We should celebrate key life-events, the memories of which act as a binding force in our life. 9. Nowadays, the greatest challenge to society is the de-grading quality in marketing & sales which encashes our feelings & emotions. Need to develop a code of marketing ethics for carrying out marketing activities. 10. There is need to have a global debate over the Indian ancient system of Gurukuls and the child marriages so that adequate models can be developed for education and relationship. 11. The art of negotiation and the art of losing need to be taught as a model of willingness to engage in a collaborative solution to a situation.

Quality of Strategy An entity may be in any of its two states – dormant or active. In the dormant or observer state, it accepts the things, situations as it come. In the active state, it starts playing strategy to get the things or situations according to its wishes. Thereby at any level, quality of the strategy being played is important. 1. For an active person, Quality of Life ∞ Quality of Strategy 2. For a dormant person, Quality of Life is high due to level of Stillness in Mind, leading to less of anxiety and emotions. Transformation i.e. moving from state-A to state-B can be done by any of the active entity. For doing transformation, transformation must take place at a sub-entity level.

February — April 2016 | quality india 13 Member’s corner

Entity creates a vision which is converted into various small objectives at different levels on a time scale. Objectives are converted into measurable goals. Then comes the strategy. For a learned personality, Strategy is an instrument which shows the action plan for positioning of an entity among a group of entity. It can be called a strategy only when it is able to achieve its objective goals. To be sustainable, strategy needs to be action oriented towards the benefit to the society which can be achieved through discoveries and innovations.

Strategy and policy is bonded together through resources which are man, machine, material, money and media (print). Strategy plays an important role as it tends to bring to a new level of equilibrium through transmission of energy across entities. The entity tends to seek to a zero level i.e. complete sound and perfect, and not to number one level (in its field of operation) as generally which is being sought.

Salient Quality Parameters of the Strategy:- 1. It is the single smallest path to reach the destination which is a vision of the entity. 2. It is system dependent, dynamic in nature and has an inherent driving force. 3. From concept to finishing, its implementation is the time of transformation which would lead to a new level of equilibrium. 4. Driving factor for its implementation is a threat to existence, fear factor, high expectation or a uncomfort level. 5. It is projected for its segment with smallest level related to individual and maximum for the world. 6. It is for the upliftment of the world and should be construed as a need. It should bring happiness to its segment. 7. In general, positioning of entity is taken as the main objective of strategy. Actually, it is not for positioning of an entity at a perceived level but availability of space in environment for it. 8. It does not involve competitiveness or marketing element. 9. Innovation is the core quality parameter of the strategy. 10. Leaders are visionary and acts as implementer. On the other hand, strategy formulators are change agents. 11. It follows the rule of laws in the environment of its operation. If required, the flexible rule may be revised while making the rigid rules intact. 12. Formulated on the basis of the authentic data collection and its analysis. 13. The trust of the strategy implementer over its formulator is a pre-requisite for its success. Policy acts as a driving force in the environment. It determines the relationship among different entities. Policy creates a structure of the system to work. The working environment is determined by the procedures developed through the creation of rules. The rules are the ground realities for an entity to work in the environment.

Action Points for Improving Quality of Strategy:- 1. Reference point for strategy to be the upliftment of the society. Its implementation process and outcome is safe. 2. The strategy needs to be environment friendly and should create soil, water, air, thought pollution. 3. The strategy should not create disstress to the entity as it is a sole reason for having imbalance in the health system. 4. Relationship, especially the one which is contractual in nature, needs to be improved through timely communication and fulfilling the commitments. 14 quality india | February — April 2016 Member’s corner

5. Strategy should not be played to overthrow the society-oriented governance system. 6. Strategy implementation may be made dynamic in nature by disclosing the unwarranted strategy of other entities i.e. bringing consciousness. 7. Innovation and discoveries need to be promoted through research work to play a healthy & safe strategy. 8. Strategy should be made by reducing the gap between top and bottom entity for any of the parameters like economic development level, providing same type of basic needs to all, etc. Thereby, the quality of life for each entity depends upon its behaviour and the strategy being played. We have been reading throughout the life what Mahatma Gandhi once said – Bura na Bolo Bura na Suno Bura na Dekho Bura na Socho (do not think evil) Let’s enjoy the life with quality through togetherness.

February — April 2016 | quality india 15 Member’s corner Empowering India through Agriculture Model of Education

As the different plants have different requirements of resources, climatic conditions and nourishment patterns. Similarly, we have to focus on the education based on this model as linear or industrial model of education will be least beneficial for the Indian population. In this article, I have also touched the various core government schemes and the basic challenge which is ‘Quality of Education’. Issues such as poorly trained teachers, teacher absenteeism, lack of skills and capacity building in the family and community are the areas to be looked upon to bring the sustainable development.

By | Mohammad Imran Jaffrey (QCI–Associate Member)

nly the Educated are free,” said Epictetus, Act (RTE) and lot of initiatives have also been taken up Greek Philosopher. The word education is towards provision of Free and Compulsory Education (FCE). derived from the Latin educere ‘lead out’, For instance, ‘Mid-day meal scheme’, 1995 have expanded to from e- (variant of ex-) ‘out’ + ducere large scale across the country specially in Northern states, ‘to lead’. Education, therefore, is about Sarva Siksha Abhiyan (SSA), 2011 targeted to form 200000 ‘‘Oharnessing and cultivating the mind to bring out more. By schools in India. (2) Another initiative was amendment of RTE means of this brief article, I am attempting to bring out the Act, 2009 which made compulsory to the private schools ‘Agriculture Model’ rather than industrial model of education to reserve the 25 per cent of admission for low-income, in India. Education cannot be just standardised universally by marginalised sector and disabled students. following the process of developed nations but must have to be customised as per the background and foundation of Quality of education has lesser emphasis the majority of the Indian population which is rural based. I “India is a country obsessed with education…Education would like to discuss upon ‘Quality of Education‘ as the core is a two-sided platform where great faculty meets great challenge of various missions of the government policies students. In India, the quality of students is good. But the and the social interventions of NGOs retarding the growth deterioration in the quality of faculty across tiers is greater of desired outputs of literacy missions in India. “To educate than the decline in the quality of students.” - Nitin Nohria, is not just a systematised attempt to fill a child‘s head with Harvard Business School’s tenth dean. (3) useful Information...The more significant part of the process Despite the progress in education and growth in literacy rate of education lies in the ability to draw out of every child his from 18.33 per cent in 1951 to 74.04 per cent in 2011 in India or her capacity to explore, to understand and to play around (4), there remains lot of challenges and areas uncovered. What with words, objects, concepts and ideas.” (1) have we actually drawn out from such growth of literacy is not just a point of debate but matter of assessment and evaluation. Primary education in India and policies Still unemployment is an element of elections campaigns in Education and literacy is a vast subject to discuss India, Still we are fighting for gender equiality and still we need with manifolds issues and aspects in India. The system is the slogan ‘Beti Bachao, Beti Padhao‘ (save girl child, educate categorised into broadly three basic levels–Elementary girl child) in today’s 21st century era .This indicates poor result education, Secondary education and Higher education. of these prolonged efforts and the lack of quality education. Focussing on the foundation level that is primary education, since independence till date, there has been significant Stumbling block to reach the outputs efforts and focus given by the government on elementary Lack of skilled/Trained teachers: In a recent news level of education which is the foundation of the literacy. channel coverage in 2013, it was found that in one state Robust initiatives were taken by the governments and tests were conducted for 44000 teachers and not much to the policy makers to uplift the society from the curse of the surprise, more than 10,000 teachers failed. These teachers illiteracy in India. Through National policy on education, by were deputed for 10th class but lacked the knowledge of even strengthening the fundamental rights of the constitution in 5th grade academics. (5) Sarva Skihsha Abhiyan has opened Article 21 discussing education as the fundamental rights, millions of schools across India but didn’t cater to the quality several amendments were made on the Right to Education teaching and skilled teachers. 16 quality india | February — April 2016 Member’s corner

Teacher Absenteeism: India has the highest absenteeism ROOT LEVEL in the world at 25 per cent, according to UNESCO’s • Train the mother rather than teacher: Mother is the first international institute of education planning study on teacher of child and If we focus on female inclusivity in corruption. Developing countries often spend between 80 literacy and education missions in India, it would be far per cent-90 per cent of their education budgets on teachers, more productive and result oriented. This will be done without getting the most basic of returns–getting teachers to by awareness of education, techniques to empower the show up for work. (6) For instance, India’s Budget mother to cater the child’s basic learnings. 2006-07 allocated `155 crore for teachers’ training, while the • Invest on capacity building than Environment budgetary allocation for primary education was increased by development: Skills based training to the mother and `4,000 crore, to `15,367 crore. family members with involvement of local community Rural Urban Gap: The resources and environment of could be beneficial in creating a environment of learning education system has a huge gap between the rural and from micro to macro level. urban cities in India. It requires no research to acknowledge • Increase the community participation: Teachers need the fact that whenever we talk of best schools, best coaching, to communicate with the local people, understand the best colleges or in other words so-called top 20 or top 10, environment and culture. Through advocacy program its always the metro cities and urban cities in India and then and campaigns on literacy and further involving the local the layer is totally cut off creating a long gap. Empowerment panchayat, community organisations, etc can help in of all the states and cities has to be done rather than creating a accountable system of programs and funding concentrating the resources to few cities. Making just ‘Delhi a in education in rural areas. Many social sectors and NGOs world class city’ anyway, is a separate issue of the discussion. have already started but they still lack funding and English Medium Language barrier: As after certain level motivated volunteers at times. of schooling, the medium of education shifts to English language to meet the competitive environment. Since English GROUND LEVEL communication in rural and semi urban cities is not strong, • Involve volunteer rather than deputing teachers: this creates a problem at later stage and leads to concept Planners and policy makers on education can try the miss outs. Again the Training of the teachers in English process where they must have certain percentage of communication needs special attention. volunteers in the teaching or training department. These Gender Gap: Still majority of the community, villages volunteers must be from within the community chosen in rural and semi urban cities in India are reluctant to send based on their skills and capacity. This mix of deputed the girls and boys in the same class. Marriage of a girl is teachers and volunteers can manage the challenges of still more important than her education. Also, constraint of absenteeism, misuse of funds and quality in teaching monetary resources dominates the option of collecting dowry methodology. for the girls over investing in her education. • Pattern of education: The teaching pattern has to Weak monitoring and evaluation check: Lack of be concept-oriented based on practical learnings and proper checks and balances and transparent mechanisms interactive method to arouse interest amongst the of monitoring and evaluation process in education is one children. This requires curriculum designing, techniques of of the important factors for the failure of the policies and teaching, training the teachers and volunteers. Few basic objectives. Budgetary funds are either underutilised or miss approaches in this direction can be worked upon as per utilised, it has to be monitored and keenly analysed. the below pattern of education. • Activity-based concepts of pre schools: This will arouse Agriculture Model of Education interest and stimulate desire to learn more. Let’s recollect the meaning of education again that’ is • Case study Approach: This will build the concept ‘to lead out’ which ultimately means to empower and equip • Situation reaction method: This model will help the the mind rather than informing the mind. There is no point response and decisions ability of the pattern of education where a child can name a horse • Interactive rather than subjective method of teaching: in seven different languages but brought a Buffalo for a Involve participation than just audience ride. Let’s invest the budget and policies on developing the • Connect with their local environment and culture: This agriculture model of education in India. Just like the quality will enable quick learning process. of the plant depends upon the quality of the soil, proper sunlight, gaps between the other plants and importantly MICRO ENVIRONMENT SUPPORT LEVEL right quantity of water and fertiliser supplies. Education has • Revival of current policies and planning on education: to be properly cultivated rather than just produced in bulk. Mid-day Meal schemes was not that successful and it This model can be divided into four categories elaborated was found that the teachers and the students were more below:- interested in the meal than the education. Filled belly but 1.Root level 2. Ground Level 3. Micro Environment empty mind. Similarly, with the recent Right to Education Support 4. Macro Environment Act (RTE) Act, 2009 making mandates for the schools to have 25per cent reservation for the marginalised class February — April 2016 | quality india 17 Member’s corner

is not a feasible idea. As those 25 per cent of students won’t be able to cope with the environment of rest of the students, the teaching process won’t be equally productive to both the category of the students and again these reserved sections will need special classes and customised teaching methods. Though we came up with noble intentions but we have to really give a check on the reasons of failures and have to revive the strategies to achieve the desired results • Quality of teachers: Just salary deduction is the driving point to control absenteeism of teachers but environment and teacher’s engagement program needs to be re- designed and evaluated. Poor skills and lack of training of the teachers is another reason contributing towards the poor growth of education in India. These have to be addressed by skill development plans, motivation schemes to retain the quality resources. • Effective monitoring and evaluation process: Large amount of finance has been pumped into this sector but we have poor monitoring and evaluation schemes to test the utilisation of the budgets. Accountability and transparency into the program implementation process has to be established with check point at every critical stage. the citizens of India through quality education. The increasing • Roles of NGOs and Social intervention: Organisations gap between the rich and the poor can only be bridged such as ‘Azim Premji Foundation’, ‘Teach India Campaign’ through strong foundation of education system in India. The have been doing a very dedicated work in the area of process has to be customised depending upon the capacity, education and support and response of the target audience, the culture, society and their environment and thus agriculture the people and community are important factors to reach model of education is the way to achieve the best outputs. the goal. Huge population, large varieties of culture, differences in social • Connecting with the online /virtual learning process: orientations and language barriers are the various challenges Why mobile has entered the rural areas faster than primary in devising the mechanism on agro-based model at micro healthcare and medical services? This is the model where level. Pilot projects and then large-scale pooling of resources we have to research and work upon to adopt the similar can be the way to start approaching this direction. In this process of penetrating the rural cities in India and promote article, I have shared the raw thoughts and just a rough idea education. We have to further use the tools of IT, Online and this might be having a large scope of improvement and and virtual markets to make quality education accessible I envisage gaining more clarity on the issue of education in and affordable by all. India. • Infrastructure: Healthy classrooms, clean and hygienic sanitations, text books and basic amenities are the References important material components which will help in 1. Article –‘Quality of Education in India-Approach of Azim Premji nourishing the child and motivating the teachers. Foundation’ 2014 2. World Bank report, 2011 MACRO ENVIRONMENT LEVEL 3. Linked in This is the overall condition that exists in Indian economy 4. Population commission report, 2006 as a whole that will impact in the micro level efforts towards 5. https://www.youtube.com/watch?v=ygZnEpvDLHQ, 2013 the education and other sectors of the livelihood. In general, 6. www.worldbank.int, March 23, 2006 the macro environment will include trends in gross domestic (The Author is management consultant and healthcare product (GDP), inflation, employment, spending, and monetary professional who has worked in healthcare Corporate sector and and fiscal policy. May be ‘Make in India’ slogan will impact in MNCs such as Indian Health organisation by Aetna International, strengthening the macro environment factors of India which United healthcare India Pvt. Ltd,, Parekh TPA, Paramount health would further increase in improving the job conditions of the services TPA, As management consultant he has provided services teachers, enhancing their motivation to serve at rural areas to IHO for IFFFCO TOKIO General Ins., few Educations Institutes and contribute in good infrastructure for the schools. running in Jharkhand , Pharma company in Bihar. He is also the Affiliate member of Institute of Management Consultant of India, Conclusion (IMCI), Professional member of Delhi Management Association We have to understand the basic difference between (DMA), Individual member of Indian Health Economics and Policy literacy and education and need holistic approach to empower Association (IHEPA).) 18 quality india | February — April 2016 ‘Swachh Survekshan-2016’ : Taking forward the ‘Swachh Bharat Mission’

he ‘Swachh Survekshan’ was launched in January 2016 Objectives of the mission include: to assess the sanitation and solid waste management • Elimination of open defecation status in 73 major cities in India (comprising 40 per • Eradication of manual scavenging cent of India’s total urban population) including 53 • Modern and scientific Municipal solid waste management cities with a population of above 10 lakhs each, and • To effect behavioral change regarding healthy sanitation Tstate capitals. This was the first survey since the launch of Swachh practices Bharat Mission in October 2014, and Quality Council of India • Generate awareness about sanitation and its linkage with carried out this survey. ‘Swachh Bharat Mission’ was launched by public health Hon’ble Prime Minister Shri Narendra Modi on October 2, 2014. • Capacity Augmentation for Urban Local Bodies (ULB) The ‘Mission’ laid a roadmap for improving the level of sanitation • To create an enabling environment for private sector and cleanliness in the country with a vision to create a Clean India participation in Capex (capital expenditure) and Opex by 2019. (operation and maintenance) Swachh Bharat Mision is one of the pioneering initiatives of the As a prelude to encouraging cities to improve the level Government led by Prime Minister Shri Narendra Modi to enable of cleanliness, sanitation and hygiene, the Ministry of Urban Clean India by the year 2019, commemorating the 150th Birth Development (MoUD) commissioned an extensive survey across 73 Anniversary of Mahatma Gandhi. This is intended to be a true cities, including 53 cities with population of more than one million tribute to the great leader and visionary who raised his serious and state capitals. The survey, the first for Swachh Bharat Mission, concern about sanitation in the country in a very telling manner in Varanasi, exactly 100 years ago. Swachh Bharat Mission aims at ensuring door-to-door garbage collection and proper disposal of municipal solid waste in all urban areas by 2019. The mission seeks the active participation of various stakeholders including the private sector and the citizens for Swachh Bharat to become a mass movement. The Union Ministry of Urban Development is responsible for achieving the objectives of Swachh Bharat Mission in urban cities and towns.

February — April 2016 | quality india 19 was conducted by Quality Council of India and has been aptly vis-a-vis other ULBs and identify areas of improvement. The named as ‘Swachh Survekshan’. The methodology, process and findings will also enable the ULBs to learn about best practices outcome indicators of the survey were designed by MoUD. being implemented in other cities and to adopt them, tailored Swachh Survekshan was conducted from January 5-20, 2016. to their own requirements. The survey aims to foster a spirit of Cities were given two months’ preparatory time from October competition among the cities in urban areas. 2015 to support the data collection activities carried out during In the long run, an effective reform involves a sustained the field visits. Quality Council of India, a professional agency and knowledge-based process that requires benchmarking, of the Government of India, conducted the survey. They have consultation, sharing of information and most importantly deployed 25 teams with three surveyors each across the country monitoring and evaluation. This report is inspired by the notion after imparting necessary training. Every team was required to that, ‘What gets measured, gets done’ and ‘Competition makes us visit 42 locations across each city covering major zones like railway strive to be better’ and therefore, it is intended to trigger a multi- stations, bus stands, market locations, planned residential areas, stakeholder, participatory and reform-driven process. informal and unplanned localities like slums, religious places, toilet complexes, etc. About three crore people have been reached out by the Shri Narendra Modi, Quality Council of India informing about the proposed survey Prime Minister and seeking their feedback by way of their response to a set of ‘‘There cannot be a six questions such as if they find the city clean, availability of bigger contributor dustbins, access to toilets, functionality of public and community than Mahatama Gandhi toilets and if the respondent has a toilet at home. towards Swachh Bharat To train the assessors for a first-of-its-kind Survey, MoUD Mission. In the journey experts, ULB officials and the project team conducted trainings of one and a half years across four cities. Steps were taken to ensure that the surveyors since the launch of were equipped with adequate IT tools (tabs, Apps and web tools) the Mission, I would to minimize physical intervention and reduce chances of errors. A like to acknowledge central control room was set up to assist the assessors and solve the participation and any queries they faced during the survey. The control room also involvement of citizens reviewed the data submitted by the assessors in detail on a real- of the country especially children, and also the positive and time basis to ensure the objectivity of the survey and to avoid any proactive role played by the media, in the Mission’s journey ambiguity in the process. till date.” Based on the findings of the Survekshan, this report ranks the cities on various parameters in the area of cleanliness, hygiene and sanitation. The Survekshan was divided into three parts: Service Shri M Venkaiah Naidu, level status, Independent Observation and Citizen Feedback. The Minister of Urban cities have been ranked individually on their performance on Development Housing above parts as well as their overall performance. & Urban Poverty Alleviation and The performance of each ULB has also been benchmarked across Parliamentary Affairs six areas of evaluation: As a mark of • Strategy for Open Defecation Free town (ODF) and Integrated respect to the Father Solid Waste Management (SWM) of the nation, our • nformation, Education and Behavior Change Communication government has taken (IEBC) activity an ambitious pledge • Door-to-door collection, sweeping, collection and to make India Open transportation Defecation Free and • Processing and disposal of solid waste clean by 2nd October, 2019 through the Swachh Bharat • Public and Community toilet provision Mission. In its second year since launch, it is heartening • Individual toilets to note that the Swachh Bharat Mission has caught the The assessment reveals that the cities are at very different imagination of citizens. The increased participation from levels in terms of progress made under Swachh Bharat citizens, be it as part of our thematic drives, or voluntary Mission. Some municipalities such as Mysuru, Chandigarh and ‘swachhata’ activities from inspired individuals and Tiruchirappalli are leaders in the area of sanitation, health and organizations, is slowly but surely pushing the Mission hygiene. The survey offers a comprehensive assessment of the towards becoming a ‘Jan Andolan’. I appeal to all states to level of cleanliness, and the respective Municipal Corporation’s institute similar ranking exercises annually for all their cities level of preparedness in urban India and would help the and towns, and all cities and towns to institute annual government to mentor and guide cities on the basis of needs ranking exercises for all their wards. and gaps. It will help the ULB in assessing their performance 20 quality india | February — April 2016 • Religious Places Adil Zainulbhai Chairman, Quality Bulk waste generator: Council of India • Hotels, banquet halls, weekly vegetable market areas (one of I am thankful to them) the Ministry of Urban • Community Toilets (2 community toilet complexes in each zone) Development • Public Toilets (2 public toilet complexes in each (MoUD) for giving zone) us the opportunity to be a part of such a Additionally, assessors also visited the following places under unique exercise, and each municipality: entrusting us with • Main Bus Station the responsibility of • Main Railway Station conducting this survey on their behalf. It is a matter of pride for our entire team 3. Citizen Feedback Data (500 marks) to have been a part of this survey, and I hope that we have Minimum sample size of 1000 surveys or 0.10/0 of city been able to do justice to the confidence entrusted in us by population (whichever is less) was considered for City ranking in the MoUD. I would also like to thank our partners Quality 2016. Feedback from Citizens was obtained using IVR surveys Austria Central Asia, Replndia and netCORE, all participating wherein 6 questions related to cleanliness, hygiene and sanitation municipalities, and the citizens who actively provided their were asked to the citizens. The assessment reveals that the 73 inputs, for their unwavering support and encouragement in cities are at very different levels of cleanliness, hygiene and conducting this mammoth exercise, and making it a success. sanitation. We look forward to more such opportunities in future to be an active partner in India’s journey towards “swachhata”.

The ranking of the cities was based on data-collection from three sources, on the basis of which the survey has been segregated into three main areas:

1. Service Level Status Data (1,000 marks): Preliminary data was collected in advance by a process of self- assessment from municipals as per the questionnaire. Assessors visited 73 municipalities to review the documentation and collected the data systematically ensuring that the process is independent and unbiased.

2. Independent Observation Data (500 marks): The collection of data for this part was based on physical observation by assessors. A questionnaire was designed to facilitate data collection. The survey assessors used maps and simple handheld recording formats to record their observations and findings along with photographs. Assessors systematically collected photos as evidence for field observations ensuring that the location, date and time are tagged on all the pictures. As part of direct observation, the whole municipal jurisdiction was divided into four zones. Assessors visited the following places in each zone in each city:

Slum areas: Informal settlements and urban villages across the different parts of the city. Neighbourhoods (non-slum locations) including: • Planned colony under municipal jurisdiction • Unplanned colony

Commercial/Main public locations: • Main market area February — April 2016 | quality india 21 Results of ‘Swachh Survekshan-2016’ were analyzed to identify Bhubaneswar, Madurai, Lucknow, Jaipur, Warangal, Agartala and the top leaders, aspiring leaders, cities where accelerated efforts Vasai Virar whlch is ranked 35 with a score of 60.75 per cent. There need to be made and the slow movers. This is meant to help the are18 cities which could do better with accelerated efforts with cities know where they stand in absolute terms and in relation scores in the range of 50 per cent to 60 per cent. Chennai leads this to others besides what more needs to be done by each city group with a rank of 36 and a score of 59.70 per cent. Others in this to ensure sanitation. In that sense, Swachh Survekshan-2016 is category include Gurgaon, Bengaluru, Delhi Municipal Corporation, more holistic, participatory, purposeful and meaningful for future Thiruvananthapuram, North Delhi Municipal Corporation, Kanpur, guidance and evolving course of action. Agra, Faridabad, East Delhi Municipal Corporation and Shillong The top 10 clean cities in the country in the order of merit are: ranked 53 with a score of just above 50 per cent. 1. Mysore-Karnataka. There are 20 ‘slow movers’ who need to really work hard and 2. Chandigarh focused to further improve sanitation with scores of below 50 per 3. Tiruchirapalli-Tamil Nadu cent. This group includes -Hubbali-Oharwaci in Karnataka ranked 4. New Delhi Municipal Council-National Capital Territory 54th with a score of 49.60 per cent, Ranchi, Jodhpur, Cuttack, Kalyan of Delhi Dombivili, Varanasi, Ghaziabad, Patna, Asansol and Dhanbad ranked 5. Visakhapatnam-Andhra Pradesh 73 with a score of 23.20 per cent. In terms of components of 6. Surat-Gujarat Swachh Bharat Mission, solid waste management related parameters 7. Rajkot-Gujarat have been assigned 60 per cent of the total marks, 30 per cent to 8. Gangtok-Sikkim construction of toilets and 5 per cent each for sanitation strategy 9. Pimpri-Chindwad-Maharashtra and and behavior change communication. 10. Greater Mumbai-Maharashtra Over one lakh citizens have responded with a minimum Of the 2014 rankings of these 73 cities, Faridabad ranked at of 1,000 citizens per city or 0.1 per cent of city’s population, the bottom scoring only 9.40 per cent marks. This city in this year’s which is considered as statistically significant for such surveys. survey scored 51 per cent reflecting the improvement made. This So, by virtue of physical validation of records of urban local applied to all the 73 cities in different degrees capturing the impact bodies and photographic evidence of independent observation of Swachh Bharat Mission. and involvement of citizens, Swachh Survekshan-2016 is totally Under Swachh Suvekshan-2016, taking as core of 70 per cent as participatory and evidence based. This is a significant improvement benchmark, 15 ‘Leaders’ have been identified. These include the top over the last survey conducted in 2014. 10 rankers announced earlier besides Pune, Navi Mumbai, Vadodara, This kind of categorization with benchmark scores for each Ahmedabad and Imphal. group helps cities know where they stand in absolute terms and There are 20 Aspiring Leaders trying to catch up with leaders. also in relation to other cities. They can accordingly make their These cities have scored between 60 per cent and 70 per cent. strategies for improving sanitation on ground Leading this group is Panaji with a score of 69 per cent and includes Another revelation of Swachh Survekshan-2016 is that there Thane, Coimbattore, Hyderabad, Bhopal, Allahabad, Vijayawada, are 10 cities which have made significant improvement over the

22 quality india | February — April 2016 situation in 2014 and we called them ‘Top 10 movers’. This group Shakers emerging; is led by Allahabad which has improved by 45 ranks since 2014 4. Cities from the South and the West continue to do well but to beat 22 in this year’s survey. The others are: Nagpur (which has those in other parts of the country and particularly in the improved by 40 ranks), Visakhapatnam (39 ranks), Gwalior (34 North, are beginning to catch up with the leaders; ranks), Bhubaneswar (32 ranks), Hyderabad (31 ranks), Gurgaon (29 5. There is a felt need for significantly stepping up sanitation ranks), Rajkot (25 ranks), Vijayawada (23 ranks) and Lucknow (23 efforts by the slow movers In the East and some parts of the ranks). North; These top 10 movers include four cities from North and one 6. Categorization of cities as Leaders, Aspiring Leaders, those from the East, accounting for 50 per cent which goes to suggest who need to accelerate a bit and Slow Movers would help that focused efforts are being made in these regions to improve them plan future course of action and for the Government sanitation. of India to assist with necessary monitoring, mentoring and On the other hand, there are 10 cities that have slipped the most handholding as required; in terms of ranks despite doing better on ground. In this group of 7. Making the survey results would further foster a healthy Top10, Bottom movers are - Jamshedpur, Kochi, Shillong, Chennal, spirit of competition among cities as everything that gets Guwahati, Asansol, Bengaluru, Ranchi, Kalyan Dombivili and Nashik. measures, gets done and competition makes us strive better; In this Bottom movers group, there is not even a single city from and finally the North which is revealing and significant. On the other hand, 8. A definite and positive beginning has been made towards there are three cities form the south and two from the west which realizing ‘Swachh Bharat’. are generally considered to be good performers, this only goes to suggest that the domination of South and West in terms of ranks is under challenge. In all, of the 73 cities surveyed this year, 32 cities have improved their ranks over the ranks of 2014. These include; 17 from the North, 6 from the West, 5 from the South and 2 each from East and North East. What emerges from these results and the attendant analysis is that there is a lot of churning going on among the cities and new Shakers and Movers are emerging with determination to do well on sanitation on ground and also in relation to other cities. This is a good sign.

The conclusions that emerge from Swachh Survekshan-2016 are: 1. The survey was thorough, professional, evidence-based and participatory; 2. Swachh Bharat Mission has made a definite impact in terms of enhanced efforts to improve sanitation, reorientation of attitudes of urban local bodies and citizens and improvement on ground; 3. Cities are at different levels in terms of progress towards sanitation and there is a churning going on to do better in real terms and in relation to other cities with new Movers and February — April 2016 | quality india 23 NBQP Celebrates World Quality Month – November 2015

By | Priyanka Maithani Assistant Director, NBQP, Quality Council of India

BQP/QCI celebrated the Quality Month 2015 Experiences in Implementation at Government in the month of November-December with Department’. The seminar saw engaging discussions on an objective to recognize the importance the key theme of how simple innovative Kaizen practices of an overall quality focus and to arouse can be used as a framework for improved efficiency, the interest of the masses to incorporate productivity and operational excellence. Several key provenN quality principles into daily life. The same was officials from various ministries participated in the seminar. facilitated by organizing multiple online competitions, The seminar commenced with a welcome address by viz. Poster Making, Slogan Writing, Quality Quiz, Kaizen Mr. C. K. Biswas (CEO, NBQP). Mr Biswas apprised that Implementation. the seminar was first of its kind with the main objective The events were themed around: “Quality Through to showcase the best practices and to share the success Teamwork”. This maiden attempt of NBQP to explore the stories of the implementation done recently at the PMO, quality-themed outlook of the people was open for all and using the Kaizen concept and 5S tools which led to spanned for nearly 1 month starting from November 16- faster delivery, quality product and increased speed and December 22, 2015. Some of these competitions received a efficiency of the work process. profuse response from all across India. The winning entries The Seminar witnessed representation from over 120 will be felicitated with gift hampers in the upcoming officials from various government departments/ministries. sustainability workshop by NBQP-QCI in New Delhi. Overall, it was a fruitful session and definitely provided NBQP also organized an evening seminar at India impetus in nurturing the Kaizen culture among the Habitat Centre on Dec 4, 2015 on the topic ‘Kaizen- audience.

24 quality india | February — April 2016 OPINION OF THE KEY DELEGATES

R Mukundan employees owing to that work. Mr. Mukundan deliberated that Chairman, National Board for Quality Promotion “Improving Quality is a constant journey and our attempt is to President, Bombay Chamber of Commerce and Industry motivate all the ministries to participate in the similar mode of MD, Tata Chemicals Limited working.” Mr. Mukundan delivered the opening remarks with a brief introduction to NBQP and its operational methodology. He mentioned that NBQP is not only working in private sector but also in ministries/departments. He also made the audience aware about the various activities carried out by NBQP which includes: • The National Quality Conclave, which is a flagship event of Quality Council of India. • QCI-D.L Shah Quality Award which recognizes successful projects that have outperformed in the field of quality. • Ongoing project on public grievance system, DARPG for systemic reforms. • Recently created a website to host the various online competitions to commemorate Quality Month in order to encourage the QCI Associates to focus on quality improvement. He stated that the seminar was basically to showcase the work done in the ministries, specially the PMO, and would hopefully get additional support on how to cascade the Quality Improvements in terms of what services citizens need every day and benefits in terms of efficiency, lesser manpower and lesser stress on

Adil Zainulbhai G R Raghavender Chairman, Quality Council Joint Secretary, DIPP of India Mr Raghvendra addressed the Mr Zainulbhai was the session on behalf of Mr. Amitabh second speaker. He quoted Kant (Secretary, DIPP). He spoke that “The Best improvement about the breakthrough which in quality comes because Kaizen implementation will bring people feel the Voluntary after horizontal deployment in the need to do that and not government departments. from the govt. mandate”. Supporting the same, he said that standards are made to protect the people, but those are the minimal standards and not the maximum ones which are always based on the level of quality that consumer wants. He gave an insight on the good examples within the government where a very high-level of quality has been achieved, thus improving the lives of the citizens. He spoke about the 2nd and 3rd tier suppliers pertaining to different MSMEs who need a lot of help to improve upon the quality of their services. He also emphasized that ‘Make in India’, which is a great step to rejuvenate the economy, cannot work unless we work on Quality. Talking about measuring of the quality, he said that Digital India is an interesting way to deliver all kinds of services and to measure the quality. Adding to this, he deliberated that if we can’t measure the quality, then we cannot improve it.

February — April 2016 | quality india 25 Jayanth Murthy Winning Entries of Quality Founding Month Competition, Director, Kaizen Institute November-2015 The main presentation Poster Making (best 4) was delivered Pragati Sharma, R. N. Raturi, by Mr. Murthy Student, Lissa Institute of Design Officer, Tata Motors Ltd. who shared how organizations Abhishek Sharma, Kamal Chaudhary, can adopt a Student, ICAI Director, Suparshva Pvt ITI transformative and ambitious Slogan Writing (Best 6) approach for continual • Manoj Agarwal, improvement Director, Margdarshan Management & Measurement Pvt Ltd through Kaizen.He introduced new terms such as GEMBA, which means real place where value is created through • Divya Singhal, Kaizen implementation. He cited the example of how Associate Professor, Goa Institute of Management Kaizen implementation at PMO has significantly shortened the processing time of the thousands of letters (in the • Keshav Ram Singhal, form of couriers, mails, postcards) that were written to Consultant and Trainer PMO each month. The same was achieved by devising a methodology where all the value added people involved • R N Raturi, in the dak processing were organized at the same place Officer, Tata Motors Ltd. in a sequence for co-operation. He added that there is a possibility of unlimited potential of improvement only • Meenakshi, if we go to the real place, i.e, GEMBA to observe the Consultant-Quality & accreditation Sooriya Hospital problem and their conditions. Further he introduced three new Japanese words used in KAIZEN terminology namely • Moti Sagar, MUDA (waste or obstruction to flow), MURA (defects and Line Assistant, Honda Car India Ltd. variations) and MURI(any activity asking unreasonable stress ). Lastly, Mr Murthy highlighted how Kaizen can be implemented using the 3P Model which involves engaging Best 4 slogans the people from the GEMBA, physical improvement in the • Quality Sustained, Customer Retained workplace and overall workplace improvement. At the end • Quality comes when demonstrated, not dictated of the presentation Mr. Murthy responded to the specific • xq.koÙkk ij nsdj cy lq/kkjks vktlq/kkjks dy queries raised by the participants. • xq.koÙkk izca/ku vkt ds miHkksDrk dh njdkj blh ds cy ij gksrk lq[kh thou lkdkj**

Dr R P Singh Secretary General, QCI Quality Quiz (Best 3) The seminar was • Amrit Karmarkar, concluded with a Director, InClinition vote of thanks by Dr R P Singh, Secretary • Dr. Geeta, General, QCI, followed Quality Manager, Sankara Eye Hospital by a cocktail dinner. The feedback received • Jitendra Sharma, from the audience Manager, Quality Assurance, Wipro Enterprises (P) Ltd. was very encouraging and overwhelming. The event was Kaizen Implementation (Best Entry) well received and • R N Raturi, appreciated by all. Officer, Tata Motors Ltd.

26 quality india | February — April 2016 NPC goes for ISO 9001:2015 with support from NBQP, QCI

By | Avik Mitra Senior Advisor, NBQP, QCI

ith over 1.1 million certificates issued worldwide, the ISO 9001 provides several benefits to an organization if it approaches ISO 9001 implementation in a practical way. These include more efficient work practices, focusW on business objectives, improving the level of customer satisfaction, reducing the cost of operation and building right first time attitude across the organization. The ISO standards are reviewed every five years and revised if needed in order to ensure they remain useful and relevant to business. The new version of the standard ISO 9001:2015 has been announced in September, 2015 replacing the previous version ISO 9001:2008. The National Productivity Council (NPC), an autonomous body of Department of Industrial Policy and Promotion The kick–off meeting in progress, seen in the picture: Mr. C. K. Biswas, CEO, NBQP and Mr. (DIPP) which is involved in activities promoting the cause of Siddharth Sharma, DDG, NPC and other officials productivity in all sectors of the Indian economy, has now decided to implement ISO 9001:2015 at its Headquarters has been drawn up and the entire process has been targeted located at New Delhi. The NPC has requested for technical to be completed within four months. The Board wishes to services from the National Board for Quality Promotion (NBQP), congratulate NPC for taking the decision of going Quality Council of India, for implementing the requirements of forward to implement ISO 9001:2015. The implementation ISO 9001: 2015. The Board accordingly has started the process process will help both NPC and QCI gain insight of the and the first kick-off meeting of the project was held at NPC, revised standard and how it helps an organization adapt to a HQ on January 19, 2016. The project implementation plan changing world.

February — April 2016 | quality india 27

Attachment training on ISMS for PAC member bodies NABCB conducted an attachment training for participants from member Accreditation Bodies of Pacific Accreditation Cooperation (PAC) within the Asia Pacific region from November 24-28, 2015 in New Delhi. Three participants from Malaysia, Mongolia and Sri Lanka attended the training. he attachment training was supported by Pacific SUD South Asia Pvt. Ltd. in Mumbai carried out by NABCB and Accreditation Cooperation (PAC) and Physikalish visit to another accredited certification body, Maverick Quality Technische Bundesanstalt (PTB), Germany. The Advisory Services Pvt. Ltd. in Delhi. training facilitated better understanding of the The training was facilitated by Mr. Anand Bhatnagar, accreditation standards, and functioning of an NABCB ISMS assessor and Mr. M. Jena, Joint Director, NABCB accreditationT body and its processes. The training also included and coordinated by Ms. Vani Bhambri Arora, Deputy Director, an observation of an assessment of a certification body, TUV NABCB. NABCB keen on organizing Awareness Programmes n order to spread awareness on accreditation and its WASME, etc in the country. One of such programme is benefits to the industry, NABCB has undertaken a series scheduled on February 24, 2016 at Pune in partnership with of Industry Awareness Programmes which covered the EEPC India. topics such as benefits of international equivalence of Apart from the industry awareness programmes, NABCB accreditation for industries; guidance on selection of is also organizing Consumer Awareness Programmes for certificationI bodies for ISO 9001 certification; and guidance for making consumers aware on Quality of Products and Services industry on complaint handling mechanism. NABCB conducted in partnership with Consumer Coordination Council (CCC) three such programmes on January 19, 2016 at Meerut in to educate consumer organizations in small cities. One such partnership with WASME, on January 22, 2016 at Faridabad programme was held at Ajmer on January 23, 2016. NABCB in partnership with EEPC India, and on January 29, 2016 at plans to conduct more such programmes jointly with the Ludhiana in partnership with CII. Consumer Coordination Council and the next programmes NABCB plans to conduct more such programmes in are planned at Ujjan on February 27, 2016 and at Kolkata on partnership with industry bodies such as CII, FICCI, IEEMA, March 19, 2016.

Mr. Anil Jauhri, CEO, NABCB addressing the participants during one of the programmes

30 quality india | February — April 2016 February — April 2016 | quality india 31 Reforming skilling landscape in India: Role of QCI There have certainly been some significant changes that have been witnessed as far asthe Quality improvements and skilling benchmarks are concerned through Accreditation of Industrial Training Institutes (ITI)/Vocational Training Providers (VTP) at National Accreditation Board for Education and Training (NABET), Quality Council of India (QCI). Shri Sharda Prasad, IAS, Chairman, NABET – ITI Accreditation Committee, Formerly - Director General, Directorate General of Training, Ministry of Skill Development and Entrepreneurship (MSDE), Govt of India, shares more on the benefits of accreditation. By | Dr. Indrajit Bhattacharya Director, NABET What is the role of ITIs in skilling India? ITIs traditionally have been the only institutions where young people come for a career in industries and they have been working since 1950s and these institutions are the main source of supply to the industry. So, as manpower providers, the role played by them becomes very crucial for a country.

Why QCI was identified for evaluation of ITIs under the NCBT? Unfortunately, earlier we didn’t have the system of accreditation of the ITIs. As a result of it, infrastructure was deficient, sometimes, quality of training was sub-standard, and therefore the government decided that we should introduce a system of accreditation of these institutions. For the purpose of accreditation, QCI was identified as the nodal body. That is how the system of accreditation is now being carried out by QCI.

How QCI has played an important role in improving quality initiatives in skilling through ITIs? QCI is the apex body for ensuring quality of different kind of institutions and therefore government decided that these ITIs should be accredited. The government has certain norms for classrooms, workshops, tools and machinery, and trainers, etc.

These have been given to QCI. On the basis of these norms, Shri Sharda Prasad QCI sends its assessors to different institutions who verify the infrastructure and on the basis of that they recommend them are required to set up an ITI. There is a first stage, the assessment; accreditation. On the basis of that accreditation, when granted by the infrastructure has to be satisfactory, only then the assessor QCI, the government grants them the affiliation to the national is sent to that ITI for assessment of the infrastructure facilities. council bodies. And if it is not complete, the promoter is advised to carry out modifications or additions or whatever is required to complete How QCI played a role in upliftment of the accountability in the infrastructure. And therefore, this government or the private terms of participation, in terms of credibility and in terms entity, is supposed to be giving everything and it is uploaded on of transparency? the website so that there is total transparency and anybody could The role of QCI has been very important. There is a role played see whether infrastructure is complete or not. Similarly, it also by infrastructure in accreditation, so all the promoters of ITIs makes the government as well as private entity accountable to the whether it is the private sector or the government, are requested students who come there for training. In terms of participation, all to upgrade the infrastructure that has been created by way of these ITIs are asked to prepare their websites and whatever comes classrooms, trainers, tools, workshops and various other things that under the infrastructure-training, number of students, placements, 32 quality india | February — April 2016 etc-is uploaded on the website and if availability of these institutions in their area. anybody wants to see, they can have a look Earlier, they had to travel long distances. and this ensures total transparency by the QCI is the This is a kind of innovation in the sense institution and also, encourages participation apex body for ensuring that the quality of training is ensured. The by the trainees. In terms of credibility, this first stage is accreditation; the next stage system has been put in place and everybody quality of different is what is known as grading. So, it can be knows that these are the norms and kind of institutions and plus one, two, three or four, or better kind standards and anybody can verify. After the therefore government of technology can be used. Grading will give accreditation by QCI, it is supposed that the a choice to the trainees as well as parents entire infrastructure is in place and one can decided that these ITIs to opt for whichever ITI is better as per predict such kind of quality, accountability, should be accredited and grading. Sub standard ITIs will automatically participation from stakeholders in this government has certain get eliminated. And this will improve not process. only the quality of training but the quality of norms for classrooms, for workers supplied to the industry at a larger How this project has helped workshops, for tools and scale. in contributing towards youth participation and leadership, towards machinery, and trainers, What could be the further areas of innovation, towards community impact, etc. which have been improvement in ITIs? How can QCI play towards scalability and sustainability? given to QCI. a role? This is very important because once we The future is surveillance. Earlier when some accredit these institutions, the quality institution used to get an affiliation, it used certainly goes up in terms of training and this system has been to be for the whole life but now it is for five years. Once you get introduced for about two years now. The number of institutions accreditation by QCI, you can run the institute for five years but a which have been accredited till now has gone up from 1000 to system of inverse surveillance has been introduced. Every ITI will more than 1600 /1700 per annum. This is a record which is more be inspected every year and it is not only the fiscal infrastructure, than received earlier. Therefore, it encourages people to come the placement, the quality of training, the remuneration will also forward because there is total transparency in accreditation. People be inspected. It will encourage these ITI’s to excel and supply don’t like to go anywhere, they have to upload their papers. the best quality manpower to the domestic industry as well as Earlier there used to be large number of papers to be submitted global market. Therefore, the system of surveillance is the next but now everything is online and therefore private promoters stage in which the performance of the faculty as well as students are encouraged to set as many institutions as required in their is monitored and their performance will definitely get enhanced area. This also encourages you because now there is an easy through this. February — April 2016 | quality india 33 Voluntary Certification Scheme for Medical Devices Association of Indian Medical Device Industry (AIMED), in collaboration with the Quality Council of India (QCI), will be shortly rolling out a voluntary quality certification scheme for medical devices to fill the regulatory vacuum in medical devices in the country. By | Anil Jauhri CEO, National Accreditation Board for Certification Bodies he Voluntary Certification Scheme for Medical Chamber of Commerce and Industry of India (ASSOCHAM), etc. Devices is intended to enhance patient safety and A Technical Committee under the Chairmanship of Rajiv Nath, provide enhanced consumer protection along with Forum Coordinator of AIMED, has identified globally accepted much needed product credentials to manufacturers quality norms for various categories of medical devices and their for instilling confidence among buyers. This move suitability for India. The Committee is developing three levels of isT also intended to significantly eliminate trading of sub- certification criteria for medical devices as:- standard products or devices of doubtful origins, a widespread • ICMED 9000 (Based upon ISO 9001 plus additional and injurious phenomenon in the Indian market. It also aims requirements) to bring down the substantial time and cost-run to obtain • ICMED 13485 (Based upon ISO 13485 plus additional globally accepted quality certification for Indian companies requirements) and eliminate the malpractices of sub-standard or fraudulent • ICMED 13485 Plus (Based upon ISO 13485 plus additional certification or quality audits. requirements plus Product Specifications of Ministry of Under the Scheme, a Steering Committee under the Health and Family Welfare) chairmanship of Dr M K Bhan, Former Secretary, Department of All the above three levels of standards would be finalized Biotechnology, has been set up as the apex body, assisted by shortly and draft standards for all the three Levels would two more committees, a Technical Committee responsible for be presented to the Steering committee for its approval. formulating the technical criteria and a Certification Committee The Certification Committee under the Chairmanship of B. responsible for devising certification process and rules for Venkataram, former Secretary General of QCI, is developing certification bodies to be used under the Scheme. More than common process for certification and rules for certification twenty government and non-government organizations have bodies to ensure credible certification. come on board as part of the Steering Committee to support The certification bodies would need accreditation to the Scheme, from organizations such as the Department of international standards such as ISO 17021 and ISO 17065 Commerce, Confederation Of Indian Industry (CII), National from NABCB, which is a signatory to the international mutual Health System Resource Centre (NHSRC), Bureau of Indian recognition arrangements of the International Accreditation Standards (BIS), Central Drug Standard Control Organization Forum (IAF). This would provide international acceptability to (CDSCO), Center for Bio-Medical Engineering, IIT Delhi, Indian the medical device industry and enhance its competiveness in Medical Association (IMA), Association of Healthcare Providers the world market besides assuring the domestic consumer of (AHPI), Engineering Export Promotion Council (EEPC), Associated the quality.

34 quality india | February — April 2016 Grading and Accreditation of Industry Associations/ Business Membership Organisation (BMO) by NABET As we all know, industry associations or Business Membership Organizations (BMOs) play a key role in promotion and development of micro, small and medium enterprises. To bring greater transparency in the functioning of BMOs, while ensuring standard of quality and performance, ‘Accreditation of BMOs’ was introduced to ensure minimum standards of governance, operations, quality and performance amongst them. By | Dr. Indrajit Bhattacharya PhD (BIT, Ranchi), Director, NABET usiness Membership Organizations (BMO) i.e. Industry Associations and chambers serve as critical link between entrepreneurs, government and other stakeholders and service providers. Quality Council of India (QCI) along with Micro, Small and MediumB Enterprises (MSME) offers accreditation standards and requirement for Business Membership Organisations (BMOs) in line with global best practices. This is the first-of-its-kind quality-centric initiative for BMOs, which serves as a critical link between entrepreneurs, government, other stakeholders and service providers and plays an important role in the development and promotion of MSME. National Accreditation Board for Education and Training This will ensure the economic prosperity through creation (NABET), a constituent Board of Quality Council of India, in of jobs for the skilled manpower. Associations play a very association with MSME has developed an accreditation and important role and are very important for the prosperity of grading criteria for BMOs, comprising industry associations the nation. NABET, QCI is working with all the important and chambers, in India. Accreditation initiative is aimed at constituents: MSME, Vocational Training Providers and encouraging BMOs to be an active partner in MSME promotion Industrial Training Institutes. Now it will be working with and build their capacity with transparent functioning. The BMOs. This will help in creating world-class skilled workforce.” Voluntary Accreditation of BMOs in the country was launched Accreditation system follows a graded approach for by Secretary, MoMSME with a view of ensuring greater recognition and BMOs are being accredited under three transparency in their functioning and minimum standards of grades–Silver, Gold and Diamond–on the back of stringent governance, operations, quality and performance amongst quality and competence processes. them. The objective of accreditation is to establish a The accreditation and grading helps the BMOs partner standard of organizational competency amongst the BMOs, with government and engage in public policy dialogue at the same time enabling a mechanism for government, and establish linkages and enter into strategic partnership banks, large buyers, national and international agencies with academic and management institutions, research to partner with better performing BMOs. BMOs, having organizations and service providers. The accreditation predominantly membership from large enterprises, have certification will help BMOs find new clients/markets where grown but the growth story is not the same for BMOs the services can be rendered. serving MSME. An accredited BMO will draw interest from corporate, As per Vipin Sahni, CEO, NABET, “We have to increase the financial agencies and other institutions to act as an contribution of Manufacturing Sectors to our Country’s GDP. intermediary for reaching out to MSMEs on various issues. February — April 2016 | quality india 35 Promoting Quality in Services: A suggested strategy

There is a growing worldwide trend towards setting standards for not only manufacturing industry, which chiefly initiated the standardization activity, but also for organisations, services, processes, systems, etc. By | Anil Jauhri CEO, National Accreditation Board for Certification Bodies

he standards can be classified into two distinct categories, ones which are mandatory and compulsorily enforced by law, actually called technical regulations, and the others which are voluntary in nature and ideally are market driven. TWhether technical regulations or voluntary standards, implementation of these needs measurement either by testing or inspection or certification or any combination thereof and ‘conformity assessment’, as these activities are called, has also grown worldwide as a consequence. The WTO Agreement on Technical Barriers to Trade (TBT Agreement), the mother agreement on standards and conformity assessment, although meant for goods, serves as an excellent reference point as its principles can be applied equally to services , processes, systems, etc. The TBT Agreement mandates the member countries to impose technical regulations on the grounds such as the following primarily to protect their populace: • National security • Health • Safety • Environment

• Deceptive trade practices. There can be other justifiable Anil Jauhri grounds for imposing regulations in public interest. The above means that there would be certain sectors interest, etc. There could be other sectors where there (healthcare, education, etc) which would be governed by could be deceptive trade practices and government regulations while a large number of other sectors would be needs to enforce certain minimum requirements,e.g. driven by voluntary standards. many wellness centres would claim to be Ayurvedic– Even in regulated sectors, there could be voluntary these would need to be regulated. standards pitched higher than regulatory standards and 3. The rest of the services would have a voluntary promoting excellence through voluntary certification/ standards regime. accreditation, as applicable. 4. In sectors where minimum requirements need to be imposed in public interest, like education APPROACH and healthcare, this needs to be done through an 1. In the first instance, it would be desirable to identify appropriate legislation by the government. services which are important to Indian economy. 5. In several service sectors such as education, 2. The next step would be to decide which ones of regulations do exist but these may not be based on the identified services need to be regulated in public the best international or administered effectively. We interest – healthcare on grounds of health, education need to review these regulations to upgrade them on grounds of possibility of deceptive practices, to international standards, wherever possible, and private security services on grounds of national improve their enforcement through international best 36 quality india | February — April 2016 practices. standards are made through a consensus process 6. There may be sectors which need regulation but there which means these are the most acceptable standards is none at present. The task of developing regulations rather than the highest standards – it is therefore in such sectors needs to be initiated. It would help if possible to do better than international standards. India has an open-ended legislation which allows the 13. This needs to be complemented by benchmarking government to notify regulations in any service sector against the best industry practices around the world rather than rely on sector specific regulations. Such a to keep up with competition and strive for excellence need has already been felt in goods and emerged as a on an ongoing basis. This calls for maintaining a recommendation in the Standards Conclave 2014. database of the best industry benchmarks in various 7. Even in case of regulated services, which generally sectors which is constantly updated. would be to minimum requirements acceptable, we 14. There are areas where India is strong – such as IT should encourage voluntary certification/accreditation sector where India should set standards which should to higher standards to promote excellence. go on to become international standards – or areas of Accreditation and certification should remain voluntary India’s traditional practices – such as Ayurveda or Yoga and be a means of promoting excellence by constantly – where India should set standards and the world pushing the standards upwards. These roles need to should look for authentication by India. be clearly separated and defined. 15. To achieve a leading position in the world in services, 8. The approach in para 1.7 above would also need to be India needs a strong quality infrastructure and role adopted in situations in paras 1.5 and 1.6 above, both clarity among various bodies. There is a tendency to of which need time, while voluntary initiatives can be bundle several roles into the same organisation. It has developed in much shorter time frame. to be realised that conflict of interest is one of the 9. When such voluntary certifications/accreditations are most evolving issues worldwide and hence the need based on standards which also require compliance for clearly defined roles. to regulations, these could be accepted as 16. QCI, in its accreditations, in area of conformity demonstration of compliance to regulations by the assessment like certification and inspection by concerned regulators leading to relaxed oversight the NABCB or healthcare by NABH, has achieved on such organizations thus not only promoting international equivalences which would help Indian regulatory compliance but also incentivizing industry gain international acceptance. QCI has also excellence. E.g. regulations of UGC and AICTE could pioneered programmes such as accreditation of be supplemented by accreditation programmes based environmental impact consultants which do not exist on higher standards or regulations under the Clinical in most countries and which should be marketed Establishment Act could recognize accreditation of abroad and services of our accredited consultants medical labs as per ISO 15189 by NABL or NABH exported. accreditation of hospitals as demonstration of 17. NABCB has an MoU with NASSCOM to develop a compliance to regulations and regulatory oversight system of certifying training providers as well as IT relaxed. Some of this is already being practiced but we professionals and if these standards developed by need to have a clearly stated policy in this regard. NASSCOM can be made internationally acceptable, 10. In the voluntary sector, e.g. consulting services for QCI’s accreditations would demonstrate compliance quality, etc., voluntary certification/accreditation as by internationally acceptable means and enhance the applicable should be put in place. This would mean international acceptability of the training providers as developing standards for the services and having well as IT professionals. a system of verifying compliance and certification/ 18. Similarly, the Department of AYUSH has sought accreditation. E.g. Sector Skills Councils established QCI’s help for designing a personnel certification under the National Skills Development Policy are programme for yoga experts and if a credible developing not only standards for competence of programme can be developed, it would provide for individuals in their sectors but also for training authentication of yoga experts worldwide. services. They have also developed some system of 19. Ayurvedic wellness centres are another area where certification/accreditation. QCI can make a vital contribution. There are hundreds 11. These standards invariably could be based on of ayurvedic spas in Germany and an Indian international standards if available in these sectors authentication of such spas is potentially possible. which would act as market differentiator vis-a-vis 20. These are some of the examples where QCI is involved uncertified services providers. – we are sure there are several other examples of 12. One of the key to India’s growth in services sector India’s services sector matching the best. would be adherence to the highest standards of 21 Once the overall approach is agreed to, we can quality. There is need to adopt international standards identify what infrastructure is needed to execute this of international standards setting bodies such as approach and identify the right organisations to carry ISO in services. It should be remembered that most this forward. February — April 2016 | quality india 37 A Decade of NABH Operations

By | Dr. B K Rana Joint Director, NABH, Chairman-ISQua Accreditation Council and Director of the ISQua Board

ational Accreditation At the organizational level, the top Board for Hospitals and management of QCI, comprising of Healthcare Providers QCI Governing Board led by eminent (NABH) is a constituent personalities as its Chairman and board of Quality Council of Secretary General provided all necessary India.N It was set up in 2005 to establish support, direction and leadership in the and operate accreditation program for best interest of NABH. The Board has healthcare organizations in India. It seen QCI Chairmen Dr. R A Mashelkar, completes a journey of 10 years as first Mr. Ajay Shankar, Mr. Arun Maira, Mr. accreditation standard was launched Saurabh Chandra, Mr. Amitabh Kant in February 2006. At the Board level, and the current Chairman Mr. Adil eminent healthcare leaders have led Zainulbhai. No organization can produce this organization to the present status. desired results without support from Dr. P K Dave as its first Chairman laid administration and therefore role of a strong foundation and Dr. Narottam administrative head of the organization Puri, the next Chairman took NABH to is of paramount importance. NABH has the next level. The current Chairman, been fortunate to have excellent leaders Dr. Nandakumar Jairam is putting his as QCI Secretary Generals to drive the best efforts to carry forward the legacy cause of organization starting from Dr. of this organization and implementing Dr. B K Rana G J Gyani, Mr. B Venkataraman and the new strategies to widen its scope into current Secretary General Dr. R P Singh. new areas. Important to mention that while the Board Vision- To be the apex national healthcare accreditation gave strategic directions, policies were implemented by and quality improvement body functioning at par with its founding CEO, Dr. G J Gyani and now by Dr. K K Kalra. global benchmarks.

ISQua Accreditation Council meeting at JCI office in Oak Brook, Illinois

38 quality india | February — April 2016 Mission- To operate accreditation and allied programs in collaboration with stakeholders focusing on patient safety and quality of healthcare based upon national/international standards, through process of self and external evaluation. Values- Credibility: Provide credible and value addition services. Responsiveness: Willingness to listen and continuously improve service. Transparency: Openness in communication and freedom of information to its stakeholders. Innovation: Incorporating change, creativity, continuous learning and new ideas to improve the services being.

NABH participating in ASQua Board meeting and AGM at Doha, Qatar Scope of NABH • Accreditation of healthcare facilities 1) Hospitals • Quality promotion: initiatives such as Safe-I, Nursing 2) Small Health Care Organizations (SHCO) including Excellence, Laboratory certification programs (not limited to Community Health Centers (CHCs) these) 3) Blood Banks and Blood Transfusion Services • IEC activities: public lecture, advertisement, workshops/ 4) Primary Health Centers (PHCs) seminars 5) Opioid Substitution Therapy (OST) Centers • Education and Training for Quality and Patient Safety 6) AYUSH hospitals (5 standards) • Recognition: Endorsement of various healthcare quality 7) Wellness centers courses/ workshops 8) Medical Imaging Services Board undertook initiative to call a strategic meet in May 9) Dental hospitals/Centers 2015 to discuss some of the critical issues and guide NABH for 10) Allopathic Clinics future steps. NABH has reviewed its Strategic Plan and revised 11) Emergency Medical Department accreditation certain strategic goals for 2015-2018. (developed, to be launched soon) 12) Accreditation program for Clinical Trial (Ethics Currently NABH offers following accreditation Committee) (waiting a go ahead from MOHFW) programmes: 13) Eye centers (under development)

ISQua Board members at its meeting in Boston

February — April 2016 | quality india 39 ISQua Accreditation Council meeting at JCI office in Oak Brook, Illinois

In addition, NABH offers following certification submitted to ISQua for re-accreditation survey (third cycle) programmes: in December 2015. NABH is also due for ISQua organisation 1) ‘Safe-I’ which focuses on Infection Prevention and survey for second cycle and it is scheduled for June 2016. Control practices in hospital. Under NABH International, four SHCOs were granted 2) Nursing Excellence accreditation in Philippines in 2013 and accreditation 3) Medical Laboratory renewal process for these organisations is going on. One 4) Pre-Accreditation Entry level for hospitals and SHCO hospital from Philippines is preparing for final assessment. 5) Pre-Accreditation Progressive level for hospitals and NABH enjoys a distinct reputation both nationally and SHCO (development underway) internationally. Nationally, Central and State governments On request from Ministry of Commerce, we are working rely on NABH for healthcare quality improvements and to develop criteria for evaluation of Medical Tourism strengthening their empanelment schemes for private Facilitators (MTF). This will help in providing transparent hospitals. NABH could establish itself as a leading and credible services to medical travellers to India. healthcare accreditation agency in the world and become In addition, we also conduct training and education a role model for many countries to start their accreditation workshops on Clinical Audit, Management of Medication agencies. NABH has significantly contributed to global and Patient Safety, Continual Quality Improvement: Tools healthcare quality initiatives including of International and Techniques, Hospital Disaster Management, Medical Society for Quality in Health Care (ISQua). NABH has Device Safety Guidelines and Compliance to Ethical and been a member of ISQua Accreditation Council since 2007 Legal Issues. NABH also carries out inspections of private and provided Vice-Chairman since 2008 and Chairman since hospitals/ dental centers/ eye centers and diagnostic 2014. NABH as a Board member of Asian Society centers for empanelment by Government. for Quality in Healthcare (ASQua) has contributed From January 1, 2016, NABH is accepting on-line significantly to Asian region. Some countries in the application only. This is a complete web-based system for region are seeking support from NABH for training and different processes involved in accreditation. Currently, accreditation e.g Bhutan, Nepal, Bangladesh, Afghanistan about 696 (as on January, 2016) healthcare organisations to name a few. This could only become possible by have been granted accreditation/ certification. learning and sharing while participating in different events NABH hospital standards were revised to 4th edition and internationally. 40 quality india | February — April 2016 Empowering Start-up MSME: Virtual to Reality

By | Er Sanjay Bisariya IRAS Writer, Joint Development Commissioner, (MSME) Government of India

ohini Singh is in the final year of B. Tech in Chemical Engineering branch. She comes up with a novel way to improve the efficiency of Reverse Osmosis (RO) systems through a unique design. Coming from an ordinary rural background and the first IITian in her family, she Rseeks support from her college. Rohini talks to her alumni, who advises her to make a working prototype to validate the process and design. She is now worried as she does not have any funds or resources to build the same. Professors guide Rohini to the college incubator which enlightens her path further. She is apprised about various MSME schemes that are offered through the incubator scheme. College incubator is a part of many incubators supported by the Office of Development Commissioner (MSME). The Ministry of MSME is implementing one of the schemes of National Manufacturing Competitiveness Programme (NMCP) namely Support for Entrepreneurial and Managerial Development comes very handy. She is able to absorb the Gritty quickly for her of SMEs through Incubators. The objective of the scheme is first patent application. to promote individual innovators for becoming “Technology Based Entrepreneurs”. Under this scheme Government of India July 2016 is providing opportunity to the innovators in developing and Rohini is looking to launch the product in domestic market. nurturing their new innovative ideas for the transformation of She also realizes that Entrepreneurs Memorandum will enable new innovative products which can be sent in to the market for her to get more support. She learns about Udyog Adhaar and commercialization. it becomes a single point method for her to avail the facilities She is inspired to know that a Steering Committee meets provided by the Ministry of MSME. periodically to screen proposals received from supported incubators and selects proposals for funding support assistance. September 2016 She is excited to learn that the Design Clinic scheme will not only Since July 2016, she has got 50 orders of `50,000 each and help her to create an aesthetic prototype but will also connect is looking to further expand operations for which again CGTMSE her with the domain experts for further enhancements. She had scheme of MSME comes handy for collateral free loan. Her current been also provided relevant booklets & publications from MSME, team strength is 10 and if all goes well, it would reach 50 by free of cost. Rohini registers her start-up with Public Sector Bank December, 2016. under CATCH THEM YOUNG initiative, which helps her with the further processing. November 2016 Rohini is super excited to showcase her product to the world March 2016 at the India International Trade Fair at Pragati Maidan, New The design experts from NID Ahmedabad are already working Delhi through MSME MDA Scheme. She gets connected with with Rohini. She is hopeful of proving the technology soon. senior managers of two well known food chains and six Deans/ Directors of colleges from NCR who have asked for her proposal. May 2016 11 months back Rohini was a bright young Indian with a creative Rohini’s prototype has been proved to deliver a recovery idea, today she is poised to disrupt the vertical. We are proud to rate of 70 per cent that too at 100 liters per hour. For a nation have been part of her journey. We hope to empower more and of Billion people, this is a breakthrough with wide applications more Rohinis and Rohans across India on a regular basis. in offices, restaurants, schools and colleges, etc. Rohini decides To learn more about schemes that can benefit, you please do to file a patent for which the program-run on IPRs under NMCP visit http://msme.gov. in/mob/SchemeNew.aspx. February — April 2016 | quality india 41 How to create an Ecosystem in the Education Sector for a Quality tomorrow

Over 65 per cent of our population is estimated to be under the age of 25. The key to endowing this young workforce, with the skills requisite to the economic expansion envisaged by targets, is education. FICCI’s ‘Higher Education in India: 2015’ paper estimates that India will have 140 million people in the 17-21 year age-group by 2030. One in every four graduates in the world will be a product of the Indian higher education system.

By | Akshay Munjal President, BML Munjal University

ccording to numerous studies, including a joint FICCI-World Bank Study, it has been found that only 25-30 per cent of graduates across the higher education spectrum are employable. Furthermore, while students of Indian origin performA outstandingly at foreign centres of higher-learning, not one Indian college or university has made it to the list of the world’s top-100 universities. The same studies identify a lack of appropriate industry- academia linkages as the critical reason for the lack of quality among new graduates. The feeling is that the two stakeholders only interact largely through summer internships or placements, and therefore have negligible knowledge about each other’s needs - leading to an ineffective outcome. Currently, corporates are wasting up to two years training new graduates to an acceptable level. At the same time, 70 per cent of Gen-Y employees are leaving their first job within two years of joining, according to a Forbes report; meaning companies are spending valuable time and money training employees only for the benefit to be used by another organization. This creates wastage in the economy - potentially productive employees are spending up to two years gaining basic training and knowledge. Akshay Munjal To address the glaring deficit, it is imperative that the private sector plays a bigger role in education. The potential visit of global icons Warren Buffet and Bill Gates – who met benefits of this are multifold - firstly, it will help adequately with India’s most successful industrialists, they also urged skill a generation of future leaders, secondly, it will create them to set aside more funds for social endeavours. a talented workforce that will spearhead the country’s With the government having diverted its attention to economic growth in coming decades, and finally, it will primary education, the emergence of private players in allow companies to focus their resources on improving higher education has its benefits. Higher education in India productivity, rather than re-skilling fresh graduates. has largely been government funded with three-quarters Slowly, but surely, a new breed of educationist has of the total expenditure being borne by the government. entered the fray - currently, one third of the enrolment in Unfortunately, public budgets cannot meet the requirements higher education is from the private sector. After the 2011 of higher education. This is why the government has 42 quality india | February — April 2016 University, inputs from industry have been embedded into the curriculum from the beginning. The curriculum has been designed to focus on practical learning - in order to make graduates adept at applying theoretical knowledge in a practical, real world setting. To this end, industry partners such as IBM, KPMG, and Siemens have directly collaborated to set up programmes or establish on campus industry run labs or centres of excellence. This allows students to work on real-life projects, learn how to use machinery and equipment used by industry, and gain experience in using the software used at leading corporates across India and the world. Experts from leading corporate routinely visit the campus to teach students using real life cases and examples, and also hold leadership talks to share the challenges they faced and the paths they took en route to success. The current relationship between universities and taken several new measures; one of them is to encourage industry seen across India focuses solely on placements privatization in higher education. and internships. However, the majority of internships are Despite the benefits, in a country where missionaries, considered to be a waste of time, as the organization trusts, or the public-sector, have operated most schools and struggles at the last minute to find work for the interns, colleges, private interests in education have been viewed and the university doesn’t have the time nor the manpower with a degree of suspicion. Is this suspicion founded? to supervise and nurture students who are undergoing Looking at the other models – the American one being the internships. best example – it would appear not. At BMU, we have addressed this issue by introducing However, a number of private universities, set up by the the Practice School concept - a unique internship concept private sector, have failed for a variety of reasons. Simply where the faculty from BMU, and a practice school manager being involved and setting up a university isn’t enough from industry work together to identify projects or problem - there has to be a focus on improving the curriculum - banks for students to work on, and continuously monitor exposing students to practical training, teaching them soft and grade students throughout the length of the internship. skills such as presentation and negotiating and selling, and This grade counts towards students’ CGPA. The benefits are giving them an exposure to the global world. To do this, twofold - a company gets a direct opportunity to evaluate faculty has to be of a certain standard, and relevant industry a bright and talented student’s suitability for employment, experience. thus reducing the cost of hiring fresh graduates; and a The majority of students in India have grown up on a student gets an opportunity to work on real-life projects learning system that forces them to memorize concepts and of direct relevance to his interests, allowing him to gain theories. Assessment methods involve exams that count for valuable, relevant practical experience. 100 per cent of the grade, and in the case of board exams, Moreover, the curriculum at BML Munjal University is decide students’ future for the next 3-5 years. These exams made up of core courses, skill courses such as conflict do not assess higher-order thinking skills; they only measure resolution, presentation, and selling and negotiation that memorized knowledge. For a student to succeed in the improve students’ soft skills, and perspective courses such workplace, it is imperative that they learn and understand as living arts, literature, and world civilizations that expand concepts, and are able to apply them to abstract and student’s horizons, and elective courses that allow students complex practical issues. to explore their interests. Learning also takes place outside To address this, the curriculum taught across universities the classroom - the lessons learnt from sports, clubs, and in India needs to be re-focused to impart what a World social service are vital to make a student well rounded. Bank Study (2010) call ‘professional’ skills (creativity, problem With India poised for big things, the need of the hour, solving, understanding of contemporary issues) and for industry and education, is to join hands. As in the ‘communication’ skills (written and verbal communication, American system, and other places in the world, private data analysis, and basic computer skills). This survey found know-how and funds have helped create institutions where that Indian graduates lag far behind than their American the emphasis is on learning, and not memorizing. Industry- counterparts in skills such as “applying problem solving partnerships have benefited not just students for training skills” and “communication and teamwork” - skills that are and learning opportunities, but also faculty who’ve created crucial and arguably the most important to succeed in the more relevant course material. In India too, the coming workplace. together of business and learning must be viewed as a Again, a closer relationship between industry and national imperative in order to allow India to take the leap academia will help resolve this issue. At BML Munjal to become a true global power. February — April 2016 | quality india 43 Accreditation of Skill Certification Bodies as per Global Norms by NABET

Requirement of highly Skilled workforce has become the order of the day across the globe. However, India is facing a big challenge ahead as the country has a dual situation of severe paucity of highly-trained, quality labour, as well as unemployability of large sections of the educated workforce that possess little or no job skills. Countries with higher levels and better standards of skills adjust more effectively to the challenges and opportunities in the domestic and international job market.

By | C S Sharma Dy Director, NABET-QCI

o achieve and maintain the world-class quality in the complete skill development eco-system, India drastically needs a system for accredited certification of skilled manpower as per global norms. This will help our skilled manpower to demonstrate their competence to practiceT a particular skill or skill set, and ultimately bring out an effective milestone to achieve PM’s vision of making India as skill C S Sharma capital of the world.

44 quality india | February — April 2016 Certification Certificate

• Results from an assessment process that recognizes • Results from an educational process an individual’s knowledge, skills and competency in a • Awarded by educational programs or institutions particular specialty • Course content determined by the specific provider or • Typically requires professional experience institution, not standardized • Awarded by a third-party, standard-setting organization • Demonstrates knowledge of course content at the end of • Indicates competency as measured against a justifiable a set period in time set of standards, usually by application or/and exam • A certificate can be obtained after the successful • Certification may require a certain amount of experience completion of a course by any participant in a profession to be considered for a certification • Life-long validity • Has on-going requirements in order to maintain; holder must demonstrate he/she continues to meet requirements (Valid for defined period)

From above , it is clear that a certificate is more academic oriented when compared with certification that is linked with endorsement of competencies to practice.

In many areas where purchaser, user and public confidence • Impartiality in the competence of individuals is extremely important, • Competence of personnel, certification of persons validates the competence of certified • Confidentiality and openness individuals to perform specified services or duties. This is • Responsiveness to Complaint and Appeals achieved through the certification of competence. • Responsibility Certification bodies for persons or Conformity Assessment So, an assessment body must describe the Bodies (CABs) are those which are involved in assessing the certification process, how candidates are evaluated individuals’ necessary competencies, and ensuring that these are and must define periods of recertification. In addition, appropriate to the work being performed. the CAB must be able to demonstrate how conflict of At this stage, it is very important to understand the difference interest is managed and must have mechanisms in place between ‘Certificate’ and ‘Certification’. to objectively evaluate the outcome of the certification Although certificate and certification appear to carry similar process. meaning, there is a wide difference between them. Benefits of the scheme are enormous. It will ensure To build up the structured system for skill certification in India, that industries are able to hire personnel with relevant National Accreditation Board for Education and Training (NABET) skill sets and competencies without further investment is operating a scheme for accreditation of Conformity Assessment to train the staff. Apart from this, bodies implementing Bodies (CAB) , as per ISO/IEC 17024:2012–General requirements the system will have certification mechanism according for bodies operating certification of persons, which is a global to international benchmark. standard. Therefore, it can be concluded that scheme will enhance employability for the skilled-certified ISO/IEC 17024:2012 standard encompasses individuals, requirements for- build confidence of the prospective employers and • Organizational structure and Management system elements enable cross-frontier recognition of skilled manpower.

February — April 2016 | quality india 45 NABET: Opportunity to establish quality ITIs- catalyzing exponential growth in industries…it is time for India to have ‘arrived’!

In a knowledge economy, growth is highly dependent on the seamless availability and quality of human capital. Whether it be skilled workers for an increasingly automated manufacturing sector or entry-level blue collar jobs for the services sector, substantial gaps in human resources is holding back the transformation of India from an agrarian and informal services-based economy to one focused on world-class manufacturing and value-added services. By | Vipin Sahni CEO, NABET, Dr. Indrajit Bhattacharya Director, NABET ue to increasing demographic differentials, engineering subjects) that cultivate, train and nurture the countries are becoming less stringent and technical and innovation oriented minds of the younger immigration is growing. Despite all the rhetoric generation. ITIs have long been constituted under Directorate against it, there is no such concept as ‘over- General of Training (DGT), Ministry of Skill Development and supply’ of skills, at least at the more basic skill Entrepreneurship, Union Government of India. The duration of Dset level, anymore.While India is getting ready to the dream course may vary from one year to three years depending upon of establishing ‘Smart Cities’, upscaling of ‘Skilling’ becomes trade opted, for example electrician, automobile engineer, pertinent for enabling highly skilled industry technicians, architect, fitter, welder, etc. After completion of the desired informaticians, electricians, auto-industry workers, beauticians, period of competency-based skill training, the incumbent loom operators, construction workers, machine operators, becomes industry ready nationally or internationally in the health workers and factory workers trained for contributing to respective trade, catering to the manufacturing industry standardized set of industry-linked capabilities. Also, specialised orrelated technical fields. uniform skilled training increases worker mobility, decreases training costs for corporates and allows industries to scale up Why Open Quality ITIs ? faster while checking cost escalation. Now it becomes all the more • 60 per cent of the Indian population is rural, who are the imperative to create all pervasive pool of skilled human resources larger segment of target candidates. by establishing high quality ITIs quickly,catalysing exponential • There is a huge requirement of highly skilled specialised growth in industries,…it is time for India to have ‘arrived’ ! workers in industry today such as construction, fitter, “In the last century, we were very proud of IITs. It is a very welder, electrician, automobile engineers, diesel mechanic, good thing no doubt but in this century, we need to think about architects, etc. This requirement is growing day-by-day as ITIs and give it the same importance. No one looks at the real the market is growing. Rashtra Nirmatas (nation builders), the real Vishwa Karmas. It is • Due to the advent of technology and smart ‘Supply Chain the small Karigar who will think of making things perfectly. The Management (SCM)’, margins for ‘traders’ are diminishing – nation is built by their hands, it is they who take the nation encouraging innovation in manufacturing. ahead. The more the skilled manpower, the more the productivity, • ITI caters to the Manufacturing sector which would the better manufacturing and this will increase exports” - Shri strengthen the ‘Make in India’ and ‘Digital India’ , ‘Smart Narendra Modi, Prime Minister of India. Cities’ programmes.

Industrial Training Institutes (ITI) ITIs of tomorrow ‘Industrial Training Institute’ are training institutes that • ITI qualifiers are the backbone of any manufacturing provide training in technical field (engineering and non- industry, providing manpower at competitive rates, 46 quality india | February — April 2016 fuelling growth in manufacturing sector. This justifies Role of National Accreditation Board for Education and the everlasting demand of ITI qualifiers. Training (NABET) in contributing to quality and growth of • Our national leaders are promoting the manufacturing ITIs in India and abroad. The demographic differentials “What gets measured, gets improved.”– Robin S. Sharma. For would fuel exponential demand for quality ITI establishing quality ITIs , it is pertinent to implement technicians in coming years. third-party due diligence. • Due to lower investments required for establishing Giving importance to Quality along with quantity, an ITI institute, than degree institutes, one has an National Accreditation Board for Education and Training opportunity to establish multiple institutes at multiple (NABET), Quality Council of India, was introduced for locations, after gaining initial experience from the first. undertaking due diligence for ‘accreditation’ since • One can introduce niche branches such as textile September 1, 2012. Currently, there are over 14,000 ITIs mechatronics, mechanic medical electronics, having over 17,48,000 seats; under Directorate General automobile engineers, CAD architectsetc to create an of Training (DGT), Ministry of Skill Development and edge over competitors and offer trained manpower in Entrepreneurship (MSDE), Govt. of India. highly specialised fields required for building ‘Smart Cities’ of tomorrow. • It is also encouraged to align courses to National Skill Qualification Framework (NSQF) as per guidelines of National Skill Development Authority (NSDA) based on Sector Skill Council (SSC) specific Qualification Packs (QP); and nurture them to become Centres of Excellence (COE).

Who can open quality ITIs? There are no official binding in terms of qualification or experience requirements to be able to open an ITI. Any interested stakeholder passionate for quality education and skill promotion, and interested in serving the society and industry offering skill development services, financially stable enough as per project requirements, NABET /QCI accreditation of ITIs after 2012 can start an ITI. As per International Standards Organisation (ISO) Who accredits and affiliates ITI? • Certification – the provision by an independent DGT: Directorate General of Training, under Ministry of body of written assurance (a certificate) that the Skill Development and Entrepreneurship. This is the main product, service or system in question meets specific Central Govt. body which grants the NCVT affiliation to requirements. the Govt./Private ITI. • Accreditation – the formal recognition by an NCVT: The National Council for Vocational Training is an independent body, generally known as an accreditation advisory body, set up under DGT, Government of India. body, that a certification body operates according to The Council has been entrusted with the responsibilities international standards. of prescribing standards and curricula for craftsmen training, advising the Government of India on the overall Accreditation features: policy and programmes, conducting All India Trade Tests • To assess Training institutes so that they meet defined and awarding National Trade Certification. quality standards. https://ncvtmis.gov.in/ • To foster excellence in the institutes, building QCI: Quality Council of India (QCI) was set up jointly effectiveness in delivering competency-based by the Government of India and the Indian Industry, to education and training. establish and operate national accreditation structure. • To establish framework for continual improvement QCI is registered as a non-profit society with its own and periodic opportunity to benchmark with other Memorandum of Association.www.qcin.org institutions. NABET: National Accreditation Board for Education • To facilitate developing professional competence of the and Training (NABET), one of the constituent Boards of students. Quality Council of India (QCI) is responsible for handling • Enable surveillance to ensure infrastructures and the process of Accreditation of Government and Private quality of training in the institutes Industrial Training Institutes. • To bring in competition among the institutes to http://nabet.qci.org.in/skill_training/GPITI.asp continuously strive for excellence through a grading system. February — April 2016 | quality india 47 Quality Reader’s Digest: Envisioning an Empowered Nation: Technology for Societal Transformation

his book by Dr. Kalam is a logical schools, resulted in evolving this book. Hence, the book extension of his other books with a is dedicated to the youth and the student community specific focus on use of technology of India. In his earlier book, “India 2020-A vision for the to realize India’s dream of becoming new millennium”, written in 1998 with Shri Y S Rajan, the a developed nation by 2020. First, the book discussed the Technology Vision 2020 by TIFAC, Tbook outlines the dimensions of technology and which was evolved with the help of 500 experts. In the the emergence of the knowledge economy. This last few years, there have been significant developments book presents the vision and a plan of action to and technological revolutions. Now a consensus has propel India into an orbit of prosperity by the emerged in all the sections of the society, particularly end of the next decade. among the youth and children, to live in Developed Five core sectors that have been deliberated India and take appropriate actions. Even the Indian upon in this book cover agriculture, education families living abroad have expressed their desire to and healthcare, infrastructure including power, information and participate in missions to transform India into a developed nation. communication technologies and strategic sectors including In view of the above, a need has been felt to write this book. This defence, nuclear and space technologies which have been book goes into the specific details pertaining to the impact of identified with an integrated nationwide approach for growth. technology on society, and the missions leading to a developed The beauty of India can be seen in the deserts, mountains, India by 2020. seashores, forests and in the fields. India has a rich civilization, In recent years, technology has come to play a dominant role in heritage, resource, talented workforce and above all there is improving the quality of life. Technology is the engine capable of potential due to the emergence of knowledge society. Still 26 per driving a nation towards growth and prosperity, and giving it the cent of our population is below the poverty line, and illiteracy and necessary competitive edge in the comity of nations. Technology, largescale unemployment persists. While it is imperative to address thus, has an important role to play in transforming India into a these problems, it is also necessary to increase the economic developed country. growth. This can be achieved by an effective management of Today, India has core competence in system design, system resources and manpower – our core competencies. engineering, system integration and system management of launch Dr Kalam, a technocrat of international repute has vehicles, missiles and aircraft, and capabilities for developing critical demonstrated India’s technological strengths in the areas of technologies. This book brings out these aspects in an integrated defence, aerospace, Information and Communication Technologies manner through two important case studies on the design of a and the need for linking the academics, Industry and research launch vehicle and a guided missile. Our aim is to convey that laboratories to fully leverage these vital engines of growth. just like science, we have to make technology a universal system, There were several instances where India was denied technical decoupling geo-political policies. These case studies pertain to inputs by the developed world. Indian scientists and engineers our experiences of working at ISRO and DRDO, and with great took this upon themselves as a challenge and developed world technology visionaries such as Dr. Vikram Sarabhai and Prof. Satish class solutions indigenously. Technology denied proved being Dhawan. technology gained. The aspiration of young minds to make the nation great is There are separate chapters devoted to the focus areas with evident. It is important to recognise that India has a population excellent case studies from his experience as a scientist.The of 700 million young minds. This is a large force which needs to Interactions with students and youth from all parts of the country be harnessed constructively towards a singular mission of making and the series of lectures given to the engineering students of India a developed country. Like the young, every citizen of India Anna University, and students of other universities, colleges and would like to live in a happy, prosperous, peaceful and safe India. 48 quality india | February — April 2016 NABCB secures more International Equivalences

he National Accreditation Board for Certification primary function is to develop a single worldwide programme Bodies (NABCB), the national accreditation body for of conformity assessment which reduces risk for business and accreditation of certification and inspection bodies, its customers by assuring them that accredited certificates may and a constituent board of the Quality Council be relied upon. Accreditation assures users of the competence of India (QCI), the apex body on accreditation and impartiality of the body accredited. andT quality promotion in India, has signed the Multilateral NABCB has already secured international equivalences Mutual Recognition Arrangement (MLAs) of the International for its accreditation programmes for ISO 9001 certification Accreditation Forum (IAF) for its accreditation programmes bodies in 2002, ISO 14001 certification bodies in 2007, Product on Food Safety Management Systems (FSMS) certification certification bodies based on ISO 17065 in 2013, Inspection as per international standards ISO 17021 and ISO 22003, as Bodies based on ISO 17020 also in 2013 and GlobalGAP well as on Information Security Management Systems (ISMS) certification bodies in 2014. certification as per the international standard ISO/IEC27001,on Accreditation has become an essential tool for getting November 5, 2015 at Milan, Italy in the presence of other IAF international acceptance of certification, inspection and testing MLA Signatories. Anil Jauhri, CEO, NABCB received the IAF done in India and it is referenced in many bilateral Free Trade MLA certificate from Mr. Randy Dougherty, Chair of IAF in a Agreements such as the India–Singapore Comprehensive glittering ceremony. Economic Cooperation Agreement in which NABCB This confers worldwide equivalence to NABCB’s accreditation is a requirement for certification of electrical/ accreditation programmes in these two areas. NABCB is one electronic and telecom products. Thus, accreditation eliminates of the three Accreditation Bodies in ISMS and one of 11 technical barriers to trade and facilitates export of Indian Accreditation Bodies in FSMS worldwide to sign the IAF MLAs. products in world market. This means that any industry or organization, certified to NABCB has currently accredited 14 Certification Bodies and international standards, ISO 22000 for FSMS and ISO 27001 for has seven applicants for FSMS and has currently accredited ISMS, by a certification body accredited by NABCB in India, three Certification Bodies and has one applicantfor ISMS. can claim international equivalence. This would facilitate Entities certified for FSMS and ISMS by NABCB accredited acceptance of Indian goods and services in the world market. certification bodies will gain international recognition and Incidentally no accreditation body from Europe or North/South acceptance. America has yet secured this distinction. IAF is the global association of Accreditation Bodies and other bodies interested in conformity assessment in the fields of management systems, products, services, personnel and other similar programmes of conformity assessment. Its

Anil Jauhri, CEO NABCB receiving IAF MLA Certificate from Mr. Randy Dougherty, Chair IAF

February — April 2016 | quality india 49 Last Note

uality is the business of doing business uality is a complex and broad concept and before searching precise measures of product quality, there should be a clarity on what exactly quality Qmeans as an in-depth knowledge about the multiple dimensions of quality is a must to achieve the desired levels of quality. This is important because there is a great possibility that quality may have different meanings in different industries for different segments. There are several different perspectives on quality, and a number of diverse critical dimensions. Its eight dimensions from performance to features, reliability, conformance, durability, serviceability, aesthetics and perceived quality are the key elements that should be kept in mind while considering product quality. These distinctions are more than just theoretical niceties as they are the key to using quality as a competitive weapon. Managers must learn to think carefully about how their approach to quality changes as a product moves from design to market, and must devise ways to cultivate these multiple perspectives. Attention must be focused on the separate dimensions of quality; markets must be closely examined for any untapped quality niches, and the organisation must be tailored to support the desired focus. Once these approaches have been adopted, cost savings, market share gains, and profitability improvements can hardly be far behind. The importance of quality in every walk of life cannot be overemphasised in this global economy. During our daily life we presume so many things: milk is not adulterated, the food we consume does not contain harmful substances, vegetables do not have pesticides and herbicides, the transportation is safe and reliable, we can occupy the seat as indicated in the railway reservation chart and a flight on a particular day and time would take off as scheduled, our money is safe in the banks. We trust so much, investment in a sound mutual fund is not risky but will give attractive returns, the refrigerator which we bought by investing a hefty amount would produce ice and keep the stuff inside cold at all times without consuming too much power or making too much noise. Quality is the business of doing business and the race is on to capture a bigger slice of the market pie with competition hotting up from domestic as well as foreign business. More and more industries are re- orienting their focus on customers’ needs to make them satisfied and keep them as their loyal customers. Quality is the bandwagon as we are into the 21st century. Customers expect a better deal in the coming years. Quality is thus the enchanted mantra for salvation for both the customers and businesses. It should be clearly understood that quality is an attitude of mind and a way of life where “excellence is a journey, not a destination.” Product quality is rapidly becoming an important competitive issue.

50 quality india | February — April 2016